CALL CENTRE SOLUTIONS

CALL CENTRE PHONE SYSTEMS WITH VIRTUAL TECHNOLOGY

MANAGE, MONITOR AND CONTROL CALL CENTRES FROM ANYWHERE

Our Call Centre solution is a cloud based service with with an extensive range of inbound call centre capabilities that can be configured and managed via an easy-to-use web portal.

An extension to our Horizon hosted telephony platform, this add-on service enables you to easily manage your call centre environments, boost productivity of call centre agents and the overall efficiency and help you deliver a first-rate service to your customers. As a cloud based solution, the system is completely Internet-based, and you can monitor and change features of your call centre from anywhere in the world.

THE RIGHT SERVICE FOR YOU

SoConnect provides a wide range of telephony services and finding the services that can do the most for your business can be tricky, to find out which telephony services are right for your business please fill out the form opposite or contact our sales team at sales@soconnect.co.uk or call us on 0333 240 1824.

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WHY CHOOSE SOCONNECT'S CALL CENTRE SOLUTIONS?

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    FLEXIBLE WORKING

    As Horizon is cloud-based, agents can be based anywhere. Users can work from the office or at home.

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    NO CAPITAL OUTLAY

    Our solution is cloud-based and eliminates the need for an expensive in-house call centre solution requiring hardware and software that needs integration with existing systems

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    QUICK ESCALATION

    For those times when agents need support from more senior members of staff.

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    QUALITY CALLER EXPERIENCE

    Easily monitor inbound call activity, with barge in and emergency escalation when needed.

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    GET VALUABLE INSIGHT

    Access to historical and real-time data to help address training needs and identify potential gaps in resource during peak periods.

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    INTELLIGENT CALL DISTRUBUTION

    Ensures calls are answered efficiently and get through to the right people.

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    ON DEMAND, SCALABLE SERVICE

    Only pay for what you need and simply scale up or down when needed – ideal for growing businesses or those that experience seasonal peaks.

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    MANAGEMENT REPORTS

    A real-time insight into your call centre through customised reports.

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SOCONNECT'S CALL CENTRE SOLUTIONS

ACHIEVE MORE WITH CONTACTWORLD

ACD (Automatic Call Distribution)

ACD is a clever way of distributing calls that enhances the caller experience and improves customer satisfaction.

  • Queuing and routing – Contact World’s ACD feature allows for queuing and routing of inbound calls based on instructions that you can customise to fit your organisation.
  • Customisation on a web browser – ContactWorld is web-based, which means you can easily monitor and alter your call centre on a web browser without having to rely on an external support team.
  • Music-on-hold & queue announcement messages

IVR (Interactive Voice Response)

ContactWorld’s IVR offers a wide range of options to enable automated interaction with callers to reduce the number of resources required to handle large call volumes.

What types of messages can I automate?

  • Informative messages – Announce your office hours, website address, and provide answers for frequently asked questions
  • Feedback – Conduct surveys without the need for a live survey-taker
  • Ticket lines – Allow users to quickly purchase tickets, enhancing revenue while keeping overhead costs low
  • Credit card information – Handle automated PCI card transactions, pin retrieval requests and provide credit card balance information
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CTI (Computer Telephony Integration)

ContactWorld’s CTI feature connects your telephone to other business processes, including your customer database or CRM to enhance caller experience.

  • Last person call back
  • Assign a “usual” agent to a particular caller for a more personal service approach
  • Prioritise a caller based on their previous calls so high priority callers with unresolved issues can be dealt with speedily
  • Fast track callers to service desks that have an SLA-defined time period for support

CALL RECORDING

ContactWorld’s call recording feature makes it easy to record, store and access recordings from anywhere at any time. This feature is very useful in monitoring and training staff, and to ensure proper compliance to standards and policies.

  • Record an unlimited number of calls across multiple branches or offices
  • Record inbound and/or outbound calls
  • Select specific agents or callers to monitor
  • No additional equipment required to record calls

MANAGEMENT REPORTS

ContactWorld’s reporting feature give you real-time insight into your call centre through customised reports.

  • Customise the factors that are included in each report, and view updates in real-time or schedule routine reports to be sent by email. . You can also save and print reports in various formats whether numerically or graphically.
  • Because the statistics are in real time, you can utilise measurable strategies to improve customer experience.
  • Restrict report access to appropriate staff members.
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WHO IS CONTACTWORLD IDEAL FOR?

SoConnect’s ContactWorld is ideal for sales or service desks, contact centres or growing businesses that receive a significant volume of calls and want to use a cost effective pay-as-you-go pricing model.

LOOKING FOR MORE HOSTED BUSINESS COMMUNICATION SOLUTIONS?

Explore our Hosted VoIP Solution for further business communications products and services, including features for video conferencing and call forwarding.

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0333 240 1824

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