CONTACT CENTRE

Provide a seamless customer experience across your communication channels.

Omnichannel contact centre solution

The way that customers are interacting is changing. Users now use multiple digital channels to communicate, expecting your availability to answer questions in near real-time and to be able to transact 24/7. Support the way your business engages with customers whilst optimising your agent utilisation with a Microsoft Teams omnichannel contact centre solution.

Deliver a better customer service, improve customer satisfaction and retain loyal customers by centralising your forms of communication to drive a consistent customer experience across your different channels including; web chat, email, social media, SMS, WhatsApp and calls.

microsoft logo
Microsoft found that 66% of customers use an average of 3 communication channels to connect with customer service.

Work smarter with a contact centre solution

There are many benefits that you will gain from using a Microsoft Teams omnichannel service to support your call handling and managing multiple communication channels including:

End-to-end customer journey visibility

Through a single dashboard manage multiple channels for a live and cohesive view of communication interactions and key performance indicators.

Supports customer journey

Integrate apps like payment services, customer surveys, D365 and Salesforce into your contact centre solution to centralise elements used for your customer journey.

Speeds up the customer journey

Automate customer workflows to speed up the customer journey with speedy and efficient processes.

Improve agent productivity

Your simple enquiries can be handled by chatbots and more complex enquiries by skilled agents.

Increase your performance management

Report on your agent performance and utilisation to increase efficiencies across your communication channels.

Increased support for agents

Add an AI powered knowledgebase for your agents, giving them greater insight into customer interactions.

Deliver personalised customer experience

Talk to customers via video and share screens as well as using advanced AI to provide a tailored customer journey based on their history.

Get in touch

Need to speak to someone about your specific omnichannel requirements?

Get in touch to discover more about the capabilities and benefits that it can offer you.

    10 ways to stay agile and grow market share a contact centre

    Now, more than ever, organisations need to deliver outstanding online customer service in order to stand out from the crowd. Discover how an omnichannel contact centre solution can help you to gain, engage, retain and keep your customers happy in this infographic.

    Discover more

    Omnichannel contact centre features

    Your inbound and outbound calls need to be handled differently, as well as any other communication channel you manage. Discover the range of features available to you here:

    • Queue
    • Omnichannel Routing
    • Microsoft Native Dial Pad
    • 360-degree Customer Journey
    • Chatbots
    • Agent Application
    • Supervisor Application
    • IVR Call Routing
    • Callback
    • Recording
    • CRM Lite – Unified Customer Contact History
    • CRM Integrations (D365 and Salesforce)
    • Administration Portal
    • Campaign Management
    • Real-Time Wallboard
    • Reporting & Analytics
    • End of call surveys
    • Enquiry Registration
    • API
    • SMS / WhatsApp

    Contact centre capabilities

    Our Microsoft Teams contact centre solution delivers the capabilities to provide a seamless customer experience using features like:

    Enable your contact centre managers to accurately forecast and schedule staff requirements with integrated WFM software so that appropriately skilled agents are available to serve the customers at the right time. While customer service is paramount for any business to grow, managing your staff is equally important to deliver a best-in-class experience for customers.

    All interactions, regardless of channel, are routed through a skill-based engine for a true omnichannel blended solution.

    FAQ, transactional, conversational, and predictive chatbots to suit all requirements, engaging in real-time human-like conversations and responses. Advanced AI and machine learning algorithms analyse and extract data patterns to provide future behaviours.

    Supervisors have access to essential tools to manage the contact centre and agent’s performance. Tools like Whisper, Barge-In and Silent Monitoring open the door to enhanced training opportunities for remote workers.

    Callback is a simple solution that lets a customer choose a callback time that suits them, removing the frustration of waiting in a phone queue. Callers can be offered the option of a callback or switch to a different contact channel. The service is flexible with easily definable rules and can be configured based on queue priorities.

    View customers full dialogue history in an intuitive timeline-style view automatically when contacted. All information and correspondence from previous activity is shown to prep the agent on previous activity using the Unified Customer Contact History.

    Stay on top of goals with Power BI reporting and real-time analytics. Display real-time and historical data from any enterprise data source withing the Teams environment, perfect for monitoring operational performance.

    Enquiry registration enables businesses to identify callers and their reasons for calling. The supervisor can define categories and topics through the administration portal, where categories represent the main themes of the enquiries and topics are the sub-themes for each category. It is possible to restrict agents to select only one topic within a category, or to enable them to select multiple topics. The results of the enquiry registration can be viewed in the enquiry registration statistical report.

    Why Redcentric contact centre

    Our voice specialists work alongside you to create an omnichannel contact centre solution using Microsoft Teams to meet your specific needs. We get to know your business, call flows and various means of communication, to integrate them into a centralised contact centre to drive efficiencies and an increased customer experience.

    We have expertise of over 20 years in providing managed services and currently delivering communication services to organisations such as Hays Recruitment, Howdens and London School of Economics.

    Get a quote

    Talk to us about your communication channels to discover more about the capabilities and benefits that an omnichannel contact centre solution can offer you.

    Simply complete the form and we’ll connect you with a voice specialist.

      redcentric

      Redcentric

      0800 983 2522 sayhello@redcentricplc.com