CONTACT CENTRE SOLUTIONS.Omni-channel contact centre solutions with ITCS are completely aligned with your business needs. The ultimate way to bridge the gap between your technology and your people: get the best from omni-channel working with ITCS.
An Award-Winning Analytics Platform for improving processes
ITCS offer cloud-based call and contact analytics services. Data reporting in this way can be invaluable for improving your business and providing better customer service. Work with us and we’ll help you get the information you need to make effective changes that improve your bottom line.
- Team Motivation: Display live KPI reports to motivate your staff.
- Improve Conversions: Gain the ability to see missed calls instantly, to improve call-backs.
- Optimise Processes: Organise your team based on call traffic patterns.
- Improve ROI: Monitor the effectiveness of marketing campaigns.
- Gain Greater Insight: View every segment of a call to see call resolution times and areas for improvement.
The Right Choice for your Contact Centre
Make it easier for customers to engage with you.
Achieve accuracy from the start with our Contact Centre Solution. As a cloud-based customer engagement platform it is designed to simplify and enhance customer communication.
Tailor-made for enterprises aspiring to amplify customer interactions, ‘Contact’ presents an intuitive self-service toolkit, catering to small and medium-sized ventures, all within a budget-friendly range.
As a cloud contact centre solution, Contact seamlessly complements the functionalities of desk based phones, soft phones with headsets, mobiles, or other collaborative tools, designed with precise synergy in mind.
Perfect for organisations who want to make it easier for customers to engage with them, Contact provides an easy to use, self-service feature set.
Offers an extensive array of vocal capabilities that empower agents to initiate and accept calls, while also overseeing present and past interactions with customers.
Contact has the capacity to link with email servers, facilitating the sending and receiving of emails through the employment of POP3, SMTP, and IMAP protocols. This integration enables clientele to utilise their current email services like Gmail or Microsoft 365. Furthermore, the system supports the configuration of multiple email addresses, which can subsequently be allocated to distinct queues for efficient management.
As the swiftest expanding means of communication, webchat empowers you to seamlessly integrate code into your website. This connection instantly links promising sales prospects with the most adept agents. By strategically interleaving webchat conversations between calls, agent efficiency remains paramount. Alternatively, agents can proficiently handle multiple chat sessions concurrently, optimising their productivity.
Recognising that customers may not always be able to endure queue times for agent interaction, Contact can be customised to evaluate a caller’s queue position. It then informs the caller about the approximate wait duration and extends the choice of receiving a call back if the wait is extensive. Furthermore, the system can present specific time slots for a more adaptable call back alternative, catering to varying schedules.
Within the contact centre realm, customer engagements can be systematically queued and supervised. Calls and emails can be categorized into VIP queues, enhancing the likelihood of achieving prompt initial issue resolution.
Exercise your discretion by opting to record inbound, outbound, or internal calls, serving diverse objectives such as customer service, training, or audit requirements.
Enable automated call routing to direct calls to the most proficient agent, thereby elevating customer experience levels and augmenting first-call issue resolution.
Harness the potential of Contact’s robust built-in functionality to generate an array of reports, empowering you to both view and create multiple reports seamlessly.
Effortlessly craft interactive wallboards that display real-time data from the moment an agent engages with a call, email, or web chat. This feature offers valuable insights for conducting performance evaluations.