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Contact Centre Solutions

Manage your customer interactions more effectively with a contact centre solution from Opus

Take your customer experience to new heights

Contact centre solutions are vital for most businesses. Most business will have a contact centre, whether they know it or not. From small, help-desk contact centres to large-scale, multisite, multimedia contact centres, businesses need contact centre solutions that enable remote workers, integrate business processes, control costs, and ensure business continuity.

We offer a complete range of contact centre solutions from Mitel and 8×8, starting with entry level applications which enable informal call centres to efficiently monitor, manage and route calls, through to multi-agent, multi-location and multi-media cloud-based contact centre solutions with Media Distribution and Routing Applications.

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.

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.

Real time monitoring

As a starting point with our contact centre solutions we can provide a real-time monitoring tool that monitors call activity and collects trend data. It provides employees with a complete view of every internal and external call on the customer’s phone system. With these statistics, your company can 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.

On-screen call handling

We also offer contact centre solutions that combine telephony with Microsoft Outlook and Windows search functionality, providing users with a range of intelligent call-handling facilities and productivity enhancements. Features such as Click-to-Dial, Caller ID Pop-Up, Single-Click Conference/Transfer and Online Call History can be launched with the touch of a button. This simplifies routine communications, especially for users who depend highly on the phone to do their jobs.

In addition to business-wide reporting functions, we provide intelligent call routing, performance and agent activity reporting, along with agent productivity tools including screen pop and CRM integration.

Contact centre features and benefits

An effective contact centre solution can enable your business to:

  • Attract and retain customers
  • Keep callers well-informed
  • Empower customers
  • Ensure agent productivity
  • Manage efficiently
  • Streamline 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 capabilities, Opus can provide you with a contact centre solution that will help you help streamline business operations and boost customer satisfaction.

There is no one answer to fit all when it comes to call centres but our experienced team can guide you through the contact centre solutions such as 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.