The capabilities of an omnichannel contact centre are endless
Our omnichannel contact centre solutions start with the customer in mind and join all the communication touch points together into one single seamless experience. All channels are managed centrally so the customers experience is consistent no matter what channel is used. This allows them to move between channels and devices without being interrupted.
Conversations may start on SMS or web chat for example, but move to a phone call and they will seamlessly flow between these different channels with no interruption or repetition required as all agents can view the history of communication on a single screen.
Contact Centre as a Service (CCaaS)
Contact Centre as a Service (CCaaS) is a cloud-based business solution intended to help companies access the services they need to support their customers over the cloud.
The CCaaS model is ideal for contact centres of all sizes as it offers the scalability required to change your environment as the business needs evolve, along with the flexibility of being able to pay to purchase and pay for only the tools you need at the time.
Delivering a world class customer experience
Opus pride themselves on delivering an outstanding customer experience with their Contact Centre Solutions and hold the Service Mark accreditation from the Institute of Customer Service.
We are the only Managed Service Provider in the UK to have been awarded this. We are a customer-driven and service-led technology provider, our 2% customer churn rate reflects this. Opus focus on delivering tailored technology with purpose and building long-term partnerships together with our clients.
Making sure your Contact centre solution is delivering optimum performance
Contact centre reporting metrics are crucial to monitor and ensure that you are providing excellent customer care at all times and maintaining customer loyalty and trust. Ensuring you have the right solution in place to closely measure your performance is critical as well as deploying a solution that has the ability to scale as customer demands continue to grow.
Organisations that strive to deliver an outstanding customer experience will provide their agents with a seamless and integrated, omnichannel technology solution in a single screen to allow them to resolve all the challenges the modern customer faces as seamlessly as possible.
Why do clients choose to partner with Opus?
It’s proven. We are a safe pair of hands who put the customer at the heart of everything we deliver.
We are technology agnostic and only deliver a business outcome driven approach.
SERVICE LEVEL PROMISE
We provide fully comprehensive reports, dedicated contacts and financially backed SLAs.
We pride ourselves on building long term client relationships
As an independent technology provider, we are able to offer you a choice of platforms and applications seamlessly integrated into a single contact centre solution. We are Platinum partners with Mitel, Gamma, 8×8, Five9 and Cirrus, a Microsoft Solutions Partner.
We also have established relationships with Redbox, Calabrio, Talkative, Noetica, Semafone, PCI Pal and many more partners to deliver call recording, workforce management, chatbots, co-browsing and credit card payment compliance.
We can also integrate with collaboration solutions such as Microsoft Teams.
Read our live client feedback
Frequently asked questions about our 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.
- People – The recruitment, training, and management of agents and other staff members in the contact centre.
- Process – The procedures and workflows that are in place to handle customer inquiries and requests.
- Technology – The hardware and software systems that are used to manage customer interactions, such as telephony, CRM, workforce management, and reporting tools.
- Data – The collection, analysis, and utilisation of customer data and feedback to improve the customer experience and optimise contact centre operations.
- 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.
- Inbound – Incoming customer calls and enquiries
- Outbound – outbound calls such as telemarketing
- Blended – Handles both inbound and outbound
- Virtual – staff work remotely
- Multichannel – across all channels
- Omnichannel – across all channels and can switch between channels
- 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.
Our fully integrated service offering
All encompassing private and cloud unified comms solutions.
Fully managed, cloud based omni-channel contact centre solutions.
Complete business mobile solutions inc. device management and call recording.
Market leading outsourced IT, Microsoft and cyber security solutions.
Connectivity solutions including internet, SD WAN, MPLS, voice & connectivity.
Document management systems and managed print services.