Benefits of a Customer Contact Solution
Scalable and Reliable
Gamma offers a highly scalable solution that can grow with your business. The company has a strong reputation for providing reliable and high-quality communication services.
Feature-Rich
Gamma provides a range of features including voice, email, webchat, and social media and more.
Integration
Gamma integrates with a variety of business applications, making it easier to manage customer interactions.
Cost-effective
Gamma offers competitive pricing for its customer contact solutions, making it an attractive option for businesses/organisations looking for cost-effective solutions.
Work from anywhere
With remote working on the rise, giving your agents the ability to work from anywhere, anytime is vital. With a cloud-based solution, you can seamlessly manage customer interactions, no matter where your teams are in the world. This doesn’t only ensure continuity of service, but it also helps you widen your talent pool and meet growing demands for flexible working.
What makes Gamma the right choice?
True Cloud
Our solution enables organisations to manage their customer interactions through a cloud-based platform. Designed to be highly scalable, flexible, and accessible from anywhere and can be easily configured and customised to meet the specific needs of your organisation.
Customer Contact Solutions heritage
Over 30 years in the market has given us a valuable insight into the best ways to develop new solutions and enhance existing ones to meeting our customer needs. We invest heavily in R&D to ensure we deliver world class solutions that puts our customers first.
Ownership and Inhouse Skill
Leveraging our in-house skills and expertise, we have control over the development, maintenance, and customisation of the platform according to its specific needs allowing us to make modifications and improvements to the platform quickly and efficiently
Technology and API’s
Gamma’s customer contact solutions provide a wide range of APIs (Application Programming Interfaces) that enable developers to integrate the contact platform with other applications and systems. The solutions provide flexibility and extensibility, allowing organisations to tailor the platform to their specific needs and integrate it with other tools and systems in their ecosystem.
Delivering successful University Clearing
Its not only businesses that use our solutions. With over 10+ years’ experience, a third of Universities use us to engage with their students during their most stressful time of year.
Customer Support
Gamma provides excellent customer support, which can help ensure a smooth implementation and successful deployment of our customer contact solutions.
Simplify customer engagement with the contact centre for Horizon
Traditionally, contact centre capability has been the sole domain of large businesses and enterprises. Hamstrung by limited IT resources and budgets, SMEs have been unable to reap the benefit of a modern, experience-driven customer contact solution.
This is no longer the case with a cloud-delivered solution designed to meet the needs of SMEs and deliver a better experience for your customers, at a price you can afford. With simplified customer interactions across voice, email and chat, your agents will be able to easily meet your customers wherever they prefer – without added complexity.
Cloud contact centre technology aligned to your enterprise business needs
As customer demands grow and change, enterprises not only need to meet their needs, but also anticipate them and actively evolve with them. A feature-rich customer contact solution can meet the demands of the most demanding enterprise needs and customers by leveraging leading-edge technology such as artificial intelligence (AI). With an advanced set of features, including chatbots, video and social media integration, your enterprise will be able to provide the best caller experience while maximising agent efficiency.
What customer contact challenges does your business face?
Seamless experience on all channels
Customers like to get what they want, how they want it. Being unable to contact a business through their preferred communication channel, or having to repeat themselves on different ones, has a negative impact on their satisfaction – and consequentially on your business.
Interruption of service
Regardless of what happens, your customers need to always be able to contact your business. When they’re unable to do so, you risk losing valuable opportunities to your competition.
Long wait times
Customers don’t like waiting on hold and customer expectations of an immediate response have drastically increased over the years. Long wait times are one of the most common challenges for contact centres, often just because they lack the right tools and features to avoid the problem.
Frustrated and disengaged agents
Without the right tools and information to efficiently help customers, not only do your agents feel disengaged, unproductive and frustrated, but your business also wastes resources on interactions that could have been avoided or resolved more quickly.
Leveraging data
A good customer contact strategy is founded on data. When your solution doesn’t collect the right customer and interaction data, your business is unable to provide a more personalised and better experience for your customers.
FAQs
- How can contact centres improve service levels?
Contact centres provide customers with multiple means of getting in touch with your team. Giving your audiences the option to use the channel(s) they feel the most comfortable with is a guaranteed way to improve the customer experience (and increase your customers’ overall satisfaction with your brand). Internally, your staff will be able to manage a customer’s entire pathway with one system, and use this technology to improve their knowledge of the individual’s journey for a more informed and effective approach to communication at every stage of the funnel.
- What does CCaaS mean?
Contact Centre as a Service – abbreviated to CCaaS – refers to the model that is used to provide businesses with the cloud-based technology they need to manage and optimise their contact centre. With this approach, companies will only ever pay for what they need – so CCaaS is a great option for firms that want a more scalable and cost-efficient means of managing their customer service operations.
- What is contact centre technology?
Contact centre technology helps to automate the processes that typically take place in, to and from a customer service department. The right software (or collection of software) will provide your staff with the digital means of monitoring customer correspondence, improving their service levels, implement appropriate compliance measures, and control service delivery costs.
- What is a customer contact centre?
At its core, a customer contact centre is a central resource from which a business can manage all its customer interactions. Unlike a call centre, which typically only facilitates inbound and outbound calls, a customer contact centre handles enquiries and feedback on and from a variety of digital channels, including (but not limited to) email, live chat features, social media, text messaging, and video conferences. Essentially, it allows customers to contact your business using their preferred method whilst ensuring that correspondence from multiple touchpoints remains manageable within your organisation.
- Why is customer contact so important?
From your customers’ perspective, having fuss-free, responsive access to your staff will improve their experience of your organisation, and in turn increase their satisfaction with your product or service. From an internal standpoint, your employees need to be given the tools and resources to maintain a good level of customer service – and the right customer contact strategy will plug any gaps to ensure communication is seamless, consistent, and delivered in the appropriate format.