What is a call centre solution?

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.

What are the five pillars of a contact centre?

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.

What are the different types of contact centres?

There are five main types of contact centre.Inbound – Incoming customer calls and enquiriesOutbound – outbound calls such as telemarketingBlended – Handles both inbound and outboundVirtual – staff work remotelyMultichannel – across all channelsOmnichannel – across all channels and can switch between channelsCloud – hosted in the cloud

How many calls can a call centre handle?

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.

Who are the leading contact centre vendors in the UK?

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.

Microsoft Business Solutions

Empower your business with Microsoft's scalable and secure business applications

Microsoft Business Applications comprise of comprehensive solutions that encompass productivity, business management, cloud services, and AI all centralised in one platform. All the Microsoft applications are designed to scale alongside your business, ensuring they can accommodate operations of any size, they also come with enterprise-grade security measures to safeguard your data across all applications.

Take your productivity to the next level with Microsoft 365

Microsoft 365 is an integrated suite of productivity and collaboration tools from Microsoft, combining the familiar Office applications with advanced cloud services, device management, and advanced security. It’s designed to facilitate seamless communication and collaboration among users, allowing them to work from anywhere on any device.

This comprehensive solution includes applications like Word, Excel, PowerPoint, and Outlook, along with powerful cloud services such as OneDrive and Microsoft Teams, enhancing productivity and supporting remote work.

Innovate with AI and Microsoft Copilot

Microsoft Teams is a comprehensive collaboration platform designed to bring teams together, whether they’re working remotely or in the same office. It integrates various communication tools such as chat, video conferencing, and audio calls into one interface, enabling fluid and efficient communication.

Teams also provides features for file sharing and storage, allowing users to collaborate on documents in real-time. It also integrates with other Microsoft and third-party apps, enhancing productivity by centralising workflows within the Teams environment.

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Key benefits of Microsoft 365 solutions

Opus‑delivered Microsoft 365 solutions bring together powerful collaboration software, security controls, and cloud services all under a trusted Microsoft Solutions Partner. The table below highlights the main ways our clients benefit, from everyday productivity to long‑term compliance and cost predictability.

Microsoft Solution	Key business benefits	How Opus can support you
Microsoft 365 (with Teams, SharePoint, OneDrive)	Real-time collaboration; productivity anywhere; secure operations; dependable cloud infrastructure; predictable pricing.	Expert licensing guidance; tailored deployment; integration of less-used tools (Bookings, Forms, Planner, Power Platform); ongoing support and training.
Microsoft Teams & Business Voice	Unified communications and collaboration; seamless voice and messaging; work from anywhere; reduced communication spend; enhanced customer engagement.	Fully managed telephony integrations; direct routing with carrier partners; omni-channel contact centre inside Teams; agent productivity improvements.
Microsoft Azure	Scalable & flexible cloud resources; global coverage; advanced analytics and IoT; high-trust security and compliance; innovation enablement.	Managed hosting and migrations; security, key vault and identity setups; analytics and IoT deployment support.
Microsoft Intune	Enhanced security across devices; simplified management; improved productivity; reduced IT overhead through centralised control.	Deployment and policy configuration; cross-platform MDM/MAM; zero-trust security implementation.
Microsoft Defender for Business	Enterprise-grade security tailored for SMEs; automated threat protection; seamless integration; affordable pricing; top-rated by independent analysts.	Security planning and deployment; configuration of policies, threat detection and response; ongoing cyber support and governance.

Turn your data in to valuable, easy to understand dashboards with Power BI

Power BI turns your unrelated sources of data into coherent, visually immersive, and interactive insights. Whether your data is a simple Excel spreadsheet or a collection of cloud-based and on-premises hybrid data warehouses, Power BI lets you easily connect to your data sources, visualise what matters, and share that with anyone or everyone you want.

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Innovate with AI and Microsoft Copilot

Leveraging the tools you’re already accustomed to within other Microsoft applications, Copilot seamlessly incorporates AI into your organisation’s daily operations, streamlining processes and accelerating the realisation of AI’s ROI.

However, it’s important to acknowledge that without a sustainable adoption plan, your organisation might face challenges in fully harnessing this transformative solution. We provide Copilot readiness assessments to alleviate this.

Download our Copilot Brochure

Discover detailed insights in to Copilot features including how Copilot can be used across M365 applications as well as key functionality including use cases and ROI.

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Secure your business with robust Microsoft Applications

Microsoft 365 combines best-in-class productivity apps with intelligent cloud services to transform the way your business works. It integrates Office 365, Windows 10, and Enterprise Mobility + Security, delivering a complete, intelligent, and highly secure solution to empower your employees.

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Gain an enterprise grade cloud platform with Microsoft Azure

Azure offers a growing collection of integrated cloud services, including computing, analytics, database, mobile, networking, storage, and web. It’s the freedom to build, manage, and deploy applications on a massive, global network using your favourite tools and frameworks.

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