MARKET LEADING
CONTACT CENTRE SOLUTIONS

A contact centre solution enables businesses to manage large volumes of incoming and outgoing customer calls. It is a centralised system that includes various tools, technologies, and processes for handling customer interactions, such as voice calls, emails, chat, SMS, and social media messages.

1. People – The recruitment, training, and management of agents and other staff members in the contact centre.
2. Process – The procedures and workflows that are in place to handle customer inquiries and requests.
3. Technology – The hardware and software systems that are used to manage customer interactions, such as telephony, CRM, workforce management, and reporting tools.
4. Data – The collection, analysis, and utilisation of customer data and feedback to improve the customer experience and optimise contact centre operations.
5. Strategy – The overall vision and direction of the contact centre, including its goals, objectives, and performance metrics.

There are five main types of contact centre.

1. Inbound – Incoming customer calls and enquiries
2. Outbound – outbound calls such as telemarketing
3. Blended – Handles both inbound and outbound
4. Virtual – staff work remotely
5. Multichannel – across all channels
6. Omnichannel – across all channels and can switch between channels
7. Cloud – hosted in the cloud

The number of calls a call centre can handle varies depending on a number of factors, such as the size of the call centre, the number of agents available, and the complexity of the calls.

The leading contact centre vendors in the UK are Mitel, 8×8, Cirrus, Gamma and Five 9, all of which Opus Technology are platinum partners with.