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 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.
Direct each interaction to the right team based on the customer’s needs.
Use callback or self-service to reduce avoidable waiting and help teams manage demand.
Get hands-on support from initial discovery and technical design through project delivery and ongoing service management, especially for complex or high-risk deployments.
Connect voice with channels such as webchat, messaging or email, creating a more consistent experience as conversations move between them.
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.
From first conversation to fully running – in four steps.
We map how customers get in touch and identify where delays occur. This shows what your teams need to manage each interaction effectively.
We shape routing and workflows around your customer journeys, helping create a more consistent omnichannel experience. We also define how AI, recording and access controls should work within the service.
We configure the agreed platform and connect it with the relevant business systems. Permissions and reporting are then tested before the service goes live.
Once the service is live, reporting helps identify where customers experience friction. These insights can guide improvements to the omnichannel customer experience and help 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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Keep teams reachable to customers, wherever work happens.
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Use AI insight to improve conversations and service quality.
Get intelligenceTalk to Redcentric about building a secure, governed customer engagement model that keeps customer interactions connected while giving your organisation greater control.
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