Meet your customers’ expectations
Customer expectations are higher than ever. And allowing people to engage with you, in whichever way they choose, is crucial to retaining existing customers and attracting new ones.
Part of our Together range, Opus Engage helps you deliver a first-class customer experience. It gives you access to a vast array of innovative contact centre solutions and applications, tailored to the specific needs and size of your business. Whatever your contact-centre requirements, we’re here to help you navigate your options and harness their capabilities.
How we work
We understand your specific needs
Every organisation is different. That’s why we take the time to carry out analysis of your corporate strategy and technology landscape to offer solutions tailored to your business.
We deliver on our promises
We’ll provide you with the technology services and support you need to make the most of the connected world. Both for your people and your customers.
We offer continued support
Our relationship doesn’t end with delivery. We continuously help you navigate the digital world with the option of 24/7 support and in-house expertise.
Customer Experience tailored to your needs
Considering a complete refresh of your communications platforms? Or looking to add a cloud-based Contact Centre as a Service (CCaaS) solution to your existing set-up? Our Opus Engage solutions have you covered.
We design, deliver and support single-platform or stand-alone omni-channel contact centre solutions, chat bots, Google-powered artificial intelligence, self-serve and agent assist solutions. We also offer web chat and co-browsing, speech analytics, workforce optimisation and gamification solutions to suit the specific needs of your business.
The list of possibilities is almost endless – which is where our expert team comes in. They’ll work with you and bring together the best solutions to meet your unique requirements, then deliver them as a managed service.
Choosing the right technology partner is key to delivering an outstanding customer experience. We’ll guide you through the various contact centre solutions and applications available. And we’ll give you clear, transparent advice on how to integrate them with new or existing unified communications, CRM systems or business processes.
Omni-channel contact centre solutions
Customers expect a mix of channels to communicate with your business. And they demand rapid response and resolution times. To give them what they need, it all starts with a flexible and scalable omni-channel contact centre.
Opus Engage’s omni-channel solutions allow your contact centre team to start and continue conversations across phone, email, SMS, social media, and instant messengers.
This gives your customers a seamless contact experience – no matter the size of your customer service team.
- Call, chat and text with customers
- Manage shared email inboxes
- Interact with social media
- Streamline teams to manage multiple channels
Contact Centre as a Service (CCaaS)
You might not want to change your company’s communication platform to improve customer experience. That’s why many of our Opus Engage solutions are available as a service, overlayed on to an existing platform.
The cloud-based nature of our ‘as a Service’ solutions helps to greatly reduce deployment times. And it means services can be delivered to any location via an internet connection – great for remote agents.
Deliver a quality caller experience. Easily monitor inbound call activity, with barge-in and emergency escalation available when needed.
And use intelligent call distribution to ensure calls are answered efficiently – helping your customers get through to the right people, wherever they’re located.
- Workforce management
- Call monitoring and recording
- Speech analytics
- Fixed and remote setup
Inbound / Outbound contact centres
If large volumes of customers call your business for help and advice, giving them an outstanding inbound call centre experience should be your top priority. Choosing the right inbound contact centre software is crucial, and can have a huge impact on how your business is perceived.
A first-class outbound call centre solution is equally vital.
It liberates your agents from tedious and repetitive tasks and helps them focus on what matters most – talking to customers. And it allows you to proactively reach out to your customers and drive your outbound call performance.
Always adding value
Our goal is to only partner with organisations where we can truly add value. We are able to do this, when customers value and rely on the technology they use, they require complex, multi-site solutions or have compliance issues to overcome, or they are poorly supported by their current providers.
AI, Chatbots and Self-Service
If there’s one thing that saps motivation and productivity in contact centre teams, it’s dealing with the same repetitive questions over and over again.
Our Opus Engage AI and automation solutions help your agents work more efficiently by allowing frequently asked questions or simple requests to be automated before human intervention is needed.
This way, your agents can spend more time dealing with urgent, critical and complex enquiries.
And this, in turn, improves the experience for customers, patients, students and citizens, while maintaining morale and job satisfaction for your staff.
- Google powered AI
- Conversational AI
- Chatbots and self-serve
- Agent assist and knowledge databases
Workforce management is one of the most time-consuming tasks for any contact centre manager. Accurately forecasting service-level goals and agent performance can often feel like hitting a moving target.
Our Opus Engage workforce management solutions help you stay ahead of the game and effectively plan for success. The result? Happier agents, more satisfied customers and increased revenue.
Accurate and fully optimised forecasting will not only enable you to deliver optimal and efficient customer experience.
Accurate and fully optimised forecasting will not only enable you to deliver optimal and efficient customer experience. It will also help your frontline staff do their jobs more effectively, whether they’re working from an office or logging in remotely.
- Improve productivity
- Provide simply brilliant customer experiences
- Plan strategically and tactically
- Streamline data processing and reporting
Analysing the performance of contact centre agents and the satisfaction levels of customers can be challenging at the best of times. But throw in an increasing number of remote-working agents and the task can seem almost impossible.
Our Opus Engage speech analytics solutions can automate the process of listening to interactions or phone calls between your customers and your agents. They help you identify key topics and issues relating to agent performance and customer satisfaction.
Find out what your customers are really talking about. And up-skill your agents where necessary to handle those topics more effectively – ultimately increasing customer satisfaction and reducing costs.
- Learn what your customers are saying
- Gain truly actionable feedback
- Work more intuitively
- Drive customer satisfaction
End to end technology services
Our highly experienced team can design, deliver, manage and support, bespoke communications, contact centres, collaboration, mobile, IT, security and document management solutions. We help you establish a technology strategy and support you on your chosen path to digital transformation.
Secure Credit Card Payment Solutions
Do your staff or agents take credit card payment information from customers? If they do, all your systems must comply with the Payment Card Industry Data Security Standard (PCI DSS). Otherwise you risk eye-watering fines from some of the major credit card providers.
Opus Engage features a number of PCI-compliant secure credit card payment solutions, including agent assist options, IVR payments and digital payments via customer mobile interactions. All of these can help to greatly reduce the risk of a data breach and negate the potential for hefty non-compliance fines.
Call and Screen Recording Solutions
Call recording is a critical part of a contact centre’s quality management program. It may also be required for compliance purposes. And with the increasing use of video, it may be necessary to record screen interactions too.
Opus Engage offers a choice of call and screen recording solutions for your contact centre.
Call recording can be reviewed and evaluated by supervisors and quality analysts, to determine if agents are following call flows, building rapport, mentioning promotions, controlling the conversation and providing accurate information. Recordings can then be shared with agents during training and coach sessions.
Microsoft Teams Contact Centre Solution
With so many people switching Microsoft Teams in recent times we often get asked if we can provide a contact centre solution for Teams users. The answer is a resounding yes.
Our Engage Contact Centre-as-a-Service solution enables you to not only combine the collaboration capabilities of Microsoft Teams with a market-leading contact centre, connecting you with your customers but connects your contact centre agents with the rest of your organisation.
Distributed customer service teams can now take advantage of state of the art omni-channel contact centre services, inside the familiar and intuitive environment of Microsoft Teams.
Benefit from a connected solution that’s available anywhere and allows your essential frontline staff to collaborate seamlessly with the rest of the organisation, providing your customers with a superior experience.
We are in this together
Unlike other companies, we work in partnership with our customers to ensure that they are satisfied and supported.
We take away complexity
We bring together the best technologies and deliver them as a single managed service that just works.
We tailor our solutions
We take the time to understand your needs and only recommend services and solutions that align with your business goals.