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Contact Centre Solutions

Transform your customer engagement with omni-channel interactions, super agents, automation, chat bots, AI and agent assist solutions.

Take your customer experience to new heights

Customer expectations are higher than ever and being able to allow customers to engage with you on their preferred media is crucial to retaining existing customers and attracting new ones.

Choosing a technology partner to guide you through the various contact centre platforms and applications available and how they can be integrated into existing or new unified communications, CRM systems or business processes is key to delivering an outstanding customer experience.

Here at Opus we design, deliver and support single platform or stand along omni-channel contact centre solutions, chat bots, Google-powered artificial intelligence self-serve and agent assist solutions, with web chat and co-browsing and gamification solutions to suit the specific needs of your organisation.

Automation, Self-Serve, First Time Issue Resolution – an enhanced customer experience

Chat bots, artificial intelligence and agent assist solutions can greatly enhance your customers’ experiences and reduce agent handling times.

First time issue resolution and enhanced customer experience

Intuitive desktop productivity tools can help agents quickly identify customers, message or conference in available product experts and provide answers in a single transaction.

Tailored and integrated solutions

As an independent technology provider, we are able to offer you a choice of platforms and applications seamlessly integrated into a single solution. We are Platinum partners with Mitel, Gamma and 8×8, a Silver Microsoft Cloud Solutions Partner and have established relationships with Redbox, Teliopti, Talkative, Noetica, Semafone and PCI Pal to deliver proven call recording, workforce management, chatbots, co-browsing and credit card payment compliance.

We can also integrate with collaboration solutions such as Microsoft Teams.

Management information and reporting

All of our solutions provide an array of management reporting information that monitors call activity, customer handling and collects trend data. It provides employees with a complete view of every internal and external call on the customer’s phone system enabling you to optimise system resources and determine the best use of employee time.

Managers can generate reports for the entire company or for a specific department, team or employee. By identifying calling patterns and performance trends in this way, your company can more effectively connect with customers and suppliers while lowering communications costs and agent handling times.

Contact centre features and benefits

An effective contact centre solution can enable your business to:

  • Attract and retain customers
  • Empower customers
  • Ensure agent productivity
  • Manage cost and resources efficiently
  • Streamline and integrate operations

How we can help

Whether you have a small contact centre with a few customer service agents or a large, multisite centre in need of multimedia/omni-channel capabilities, Opus can provide you with a contact centre solution that will help you help streamline business operations and boost customer satisfaction and retention.

There is no one answer to fit all when it comes to call centres but our experienced team can guide you through solutions such as AI, self-serve chat bots,  Interactive Voice Response (IVR) systems, Automatic Call Distribution (ACD), historical and real time reporting, forecasting and integrated workforce management tools to ensure you have a cost-effective contact centre solution that meets the specific needs of your business.

Follow the links below for more information or call us on 0800 316 7566 for help and advice.