Contact One
Multi-Channel Contact Centre…
“We provide extraordinary customer journeys”.
ContactOne’s CCaaS (Contact Center as a Service) solution delivers all the required functionality and integration to all of your other business critical systems. Our platforms easily manage customer contacts across voice and digital channels, including social media, email, WhatsApp, and web chat. Being able to seamlessly exchange information between the frontline contact center platforms and your operational support systems, reduces duplication/time and joins up the way you approach and close new and existing business transactions. 1st call resolution to creating remarkable customer experiences, ContactOne’s know how, product set and desire delivers this.
Advanced Workflow…
Using advanced workflow, contacts can be automatically assigned to specific teams or agents. Keyword tables, caller ID, email and social contacts can automatically be tagged, prioritised, and distributed effectively to the most appropriate agent. Calls can be routed back to the agent that originally handled the call as well as other skills-based routing features.
Call Queuing, ‘hold caller place in queue’ and call back…
Callers can have different options to be notified of their position in queue, hold their place in queue, and be called back or select when they would like to be called back and on what number.
Tagging and resolution codes of mention record…
The agent can have access to a wide range of tags to mark the mention records. The tags can be created by managers and administrators which drives granular insight into the types of calls, emails, social channels, SMS, WhatsApp and web chat interactions the agents are handling. Resolution codes can be created and assigned, so statuses of the mention records can be tracked, and determine how long a case has been open and who or what team it has been assigned to.
Home Working…
Our platform will operate anywhere in the world provided it has a sufficient data connection such as, a standard type of broadband connection; Fibre to the Cabinet (FTTC) for example. Visibility of the call centre remains unaffected with real time wallboards showing agent/calls/queues statuses, all in real time.
Call Recording…
All the usual call recording functionality is available, calls are stored in a secure environment in UK data centres. Depending on the customer/industry criteria recordings can be stored for a specified number of days/months/years or can be transferred securely to a customer storage facility.
Live call monitoring…
We provide the interface and at the touch of a button a supervisor can listen in to calls in real time or whisper a message to the agent that the caller cannot hear, which is great for training, and if necessary, join the call as a three way participant.
PCI compliant call recording, ease of Compliance and responsibility…
ContactOne’s PCI solution enables contact centres to stay ‘out of scope’ with the Service provider managing both the network and call routing. This solution means contact centres will be able to ‘descope’ a vast portion of PCI DSS Level compliance. ContactOne’s Solution is designed so that with the press of a button the agent can invite the automated payment IVR system into the call when payment is ready to be taken. When combined with the automated wrap-up message this improves compliance and reduces agent handling time.
All PCI transaction data is encrypted across the network. The DTMF tones are suppressed at the network level, no sensitive authorisation data appears on the call recording.
Customer Relationship Management (CRM) integration…
ContactOne’s solution has the ability to work with open or closed systems to transfer data between the businesses operational support systems. This could be simple applications for showing a customer record on recognition of the phone number, or identifying the caller within the IVR, or simply clicking on a phone number in another application to make a call.
Call recordings can also be stored in the CRM customer record as a URL link so they can be pulled back from the CRM application, but do not create storage issues.
Tailored integration…
Our solution can be seamlessly integrated into your business workflow so information on quotes, customer records, or initiating a call from another business system such as a chat engine can all be delivered to the agent. We have completed many integrations where we are launching services from front end application to provide quotes to the customer, closing sale opportunities, and taking payments. The whole customer transaction is seamlessly handled within one application, whilst data is being exchanged to all of the services.
Microsoft TEAMS integration…
ContactOne has developed a solution to allow the use of the TEAMS interface as a client/extension. Thus, reducing the need for physical handsets or softphones, whilst reducing operational complexity with less screens for the agent to use.
Self-Serve…
These services can be simple applications that after a basic ID&V (identify and verification) process and integrating to other systems, can read out such items as, balance of account or status of an insurance claim to the caller.
Using AI…
Artificial Intelligence (AI) is breaking new ground and we have been working with this technology to understand how and where it can be used in our industry. With advances happening on a daily basis there seems to be no boundaries to what it can or will achieve. We have extensive experience in how to interact with Large Language Models and are happy discuss this in more detail.
Insights…
Insights utilises Artificial Intelligence to provide real-time evaluation of customer service or sales interactions for your business. Leveraging the latest advancements in Large Language Models and Natural Language Processing, Insights is one of the most sophisticated customer service analytics platforms available in the market today. The solution is able to provide sentiment analysis of the call, demonstrating positive, negative and neutral behaviours. It can also be used for script adherence, as to confirm what was said in a conversation, which is important for compliance statements to customers.
Dynamic FAQ
Sometimes customers just want to find a simple answer and don’t have the time to make contact. Our FAQ module allows customers to get answers to questions straight away, it has the ability to learn new information and add to its database.
Post-Call IVR Surveys…
Callers are transferred into an automated IVR solution, that asks a number of pre-determined questions and captures verbatim comments.
Web, Email & Chat Surveys…
Integrate surveys into your website to capture targeted customer feedback. We also offer post-interaction surveys across email and chat channels.
Data Overview & Reporting…
Review our live Data Overview, to filter results by, channel, campaign, or agent and access a range of performance and comparison reports.
Onboarding…
The implementation and delivery of the customer face of your business is vitally important, ContactOne has a multistage proven process to achieve this.
ContactOne Web: http://contactone.net
Email: greg.thomas@contactone.net
Telephone: 0330 880 4444
WHITE PAPERS