Connect voice and digital customer interactions with workflow, automation and AI, backed by the governance needed to help customers engage on every channel, securely and consistently.
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THE OPERATIONAL CHALLENGE
Customers want the flexibility to move between phone, email, webchat, SMS, WhatsApp and social channels without losing context or repeating themselves. A connected omnichannel service brings interactions, workflows and customer information together, while unified communications help teams stay reachable and respond with the right context. Together, they create smoother transitions throughout the customer journey.
Bring voice and digital engagement into one simplified model.
Reduce friction: direct customers by need, skill or priority.
Use callback, self-service and workflow to drive up efficiency and improve customer experience.
Get hands-on support from discovery and technical design through project delivery, service management and ongoing optimisation, especially for complex or high-risk deployments.
Support customers across phone, email, webchat, chatbot, SMS, WhatsApp or social channels where needed.
Fully designed skills-based routing, priority handling, callbacks, escalations and workflow rules built around customer journeys.
Use governed AI for triage, summarisation, translation, self-service and agent support where the use case and data are ready.
Connect your communications with Teams, Active Directory or Entra ID, CRM, ITSM and relevant business systems where appropriate.
Support compliance-grade capture, retention, legal hold, redaction, audit trails and evidence for complaints or regulated interactions.
Discover the customer goals we help organisations achieve every day and how our managed communications services can help you improve experiences, simplify operations and deliver better outcomes.
From first conversation to fully running – in four steps.
We start by understanding how your customers get in touch, where delays happen and what your teams need to manage each interaction properly.
Routing, handoffs, callbacks, digital channels, AI use cases, recording, access controls, retention and escalation paths are all shaped by our team to fit your organisation.
The new platform, integrations, workflows, permissions, reporting, and assurance model are configured with a structured project delivery schedule.
Use reporting, reviews, AI insights and governance to continuously improve journeys, reduce friction and manage risk.
From legacy contact centre to future-ready customer engagement at WYCA.
WYCA replaced fragmented systems for calls, emails and webchats with a more connected Microsoft Teams-based environment. This gives agents the context and tools they need to respond faster, move between fewer platforms, and deliver a more consistent service across different enquiry types.
Customer service teams can now manage routine changes, access call recordings and respond to difficult situations without relying on another department. Recordings that could previously take up to three days to retrieve are now available immediately, helping accelerate complaint investigations, support quality reviews and protect both customers and colleagues.
The solution supports 1,000 Teams users, 57 contact centre agents and 86 concurrent calls, with detailed Power BI reporting providing greater visibility of service performance. Backed by responsive, accessible support, WYCA now has a scalable foundation for introducing further channels as its customer engagement needs evolve.
Adding more channels does not automatically improve customer experience. Without managed design, channel handoffs can become fragmented and harder to evidence.
Redcentric combines customer engagement capability with discovery, technical design assurance, project delivery, service management, security controls and governance so complex environments are actively managed and optimised.
We combine proven communications technology from fully accredited partners with Redcentric’s own industry-recognised certifications. So you can trust that every solution is designed, delivered and managed to established standards.
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See how call recording and omnichannel communications can strengthen compliance, improve client experience and unlock valuable insight.
Modern infrastructure helps legal and finance firms support hybrid work, adopt AI and deliver the secure, seamless service clients expect.
Explore how modern voice and omnichannel technology can deliver more personal, connected customer experiences at scale.
Transform customer and employee experiences with secure, managed communications.
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Modernise legacy voice safely, with less disruption and risk.
Voice modernisation
Keep teams reachable to customers, wherever work happens.
Connect your comms
Use AI insight to improve conversations and service quality.
Get intelligenceTalk to Redcentric about building a secure, governed customer engagement model across voice, digital channels, workflow and AI.
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