Exceptional Cloud Contact Centre Technology Aligned To Your Business Needs
Contact Centre Overview
In a world dominated by mobility and the consumerisation of technology, users demand an effortless experience. They want to use WhatsApp, Twitter, web chat, email, SMS, Facebook and cleverly routed calling to connect. As customers have become channel agnostic, the medium for communication has become less important than the convenience of use and the immediacy of response.
Our Cloud Contact Centre solution delivers a contact centre capability that works seamlessly with your Gamma voice service.
Omni-Channel offers a range of proprietary applications to enable engagement with your customers in the most responsive and effective way, whenever and wherever it is most convenient for them. Now you can easily launch new service channels and deliver a unified customer experience, regardless of whether it is through email, chat, video chat, SMS, MMS, voice, social media or app stores.
Conversational AI isn’t just another chatbot. It is capable of reading and contextualising the information on your website before engaging in meaningful dialogue with users. It also learns from historical interactions to deliver content that is outcome driven and will serve information tailored to user profiles and preferences.
When the caller or agent speaks, the translation engine listens, recognises what is being said and translates in real time. The solution seamlessly presents both the native and translation text to the agent on screen as the caller is talking. When the agent speaks, the caller will hear what they are saying translated into their native language.
Link Pay + takes the headache out of PCI DSS compliance
Link Pay + provides organisations with a quick and easy way for their customers to make card payments to them, using any connected device and through any communication channel. The solution is easy to implement and is certified PCI DSS level 1 compliant.
Whilst engaged with a customer, an agent can effortlessly generate and send the customer (cardholder) a unique link via the channel that works best for the customer – SMS / email. This takes the cardholder directly to a secure payment portal so that they can instantly and conveniently complete the transaction, whatever the device or communication channel.
Unified Communications & Collaboration
Bring your company and your customers closer together with Unified Comms
Enabling Remote Working
In today’s digital-first world, businesses are expected to be more agile than ever before. Employees should be equipped to process a constant flow of queries across multiple channels, ensuring that they can deal with customer inquiries quickly and efficiently, no matter their location.
As more and more businesses realise the importance of remote working and begin to adopt this technology, you might be considering how you can enable your team to maintain productivity and achieve a high level of customer service while out of the office.
There are hundreds of tools available which are designed to enhance the way that your business communicates and collaborates, without compromising that all-important great customer experience. But the more systems you use, the more complicated your internal processes become, with employees spending up to 11% of their time navigating different applications in order to do their job. This can result in a poor experience, with customers waiting a lot longer than anticipated to get the required response or even being delayed to a second interaction before a result is achieved.
This is where a Unified Communications solution comes in, bringing together functions such as instant messaging, voice calls, voice and video conferencing, desktop sharing and document sharing. Whether you’re based in an office, at home or even from your local coffee shop, a UC solution enables your employees to immediately respond to a customer, while simultaneously pulling in the relevant colleague to assist in resolving a query in real time and all in one fluid, seamless conversation.
Unified Communications Solutions
Horizon Collaborate is designed for businesses looking to:
- Increase productivity
- Improve collaborative team working
- Accelerate business decision making
- Improve employee engagement
- Replace multiple comms products with a single solution
- Attract next gen employees
Unified Communications – Horizon Collaborate brings together instant messaging, presence, voice calls, remote office, video calling, conferencing, and document and desktop sharing into a single solution.
Soft Client – The Horizon Desktop Client lets you connect your office phone to your preferred business device, such as a laptop or PC. It works seamlessly with the Horizon service to ensure that you can handle calls efficiently, wherever you are.
Horizon Integrator – Provides interaction with key programs such as Microsoft Outlook and Skype for Business. Our CRM integrator can be added to enable easy integration with your CRM program.
Call Queuing – Helps you present a professional image to your customers by managing incoming calls effectively, reducing the risk of losing valuable incoming calls.
Management Reporting – Through our partnership with Akixi, the leading hosted call-management service provider, you can now get a data feed for your Horizon service, which will let you export the statistics you need to help manage your business.
Receptionist Console – Manage incoming calls and call routing to single or multiple sites via a simple, easy-to-use interface.
Giving Teams a Voice
MS Teams Direct Routing is the flexible, accessible, and cost-effective alternative to Microsoft Calling Plans allowing you to make calls external to your business from Microsoft Teams.
Delivered in partnership with Microsoft Gold Partner, Exactive, and powered by Gamma’s market-leading SIP trunks, the CloudUCX™ leading cloud solution is designed to help your organisation leverage Teams with Telephony, getting the most out of Teams and delivering:
- Better Value
Maintaining productivity while working remotely
With employees now working away from the office environment, management teams may be concerned about how they can maintain productivity levels within their staff without being able to physically see them.
Through our partnership with Akixi, the leading hosted call-management service provider, we are able to meet this requirement for more visibility of performance using in-depth call management reporting and wall board integration to help organisations gain a real-time understanding of calls.
Features of Akixi:
Abandoned call recovery – Identify how many sales enquiries you’re missing every day
Calls by time/day – Discover when your incoming calls peak and ensure your team is sufficiently resourced to cope
Financial statistics – Assign estimated order values to successful inbound & outbound calls, specifying a call strike rate, and you will then see the potential revenue in the queue of calls waiting
Wallboards – with highly customisable tiles
Reporting – Schedule customised reports to be emailed directly to your inbox
The power of the cloud
- Quick and easy set up
- Anytime, anywhere access via desktop, laptop, tablet, smartphone and the Akixi app
- No additional hardware or software required
- Automatic upgrades and product enhancements
- Scalable and flexible – increase or decrease the service as your business needs change
- Fully integrated with Horizon hosted phone system