Contact Centre
Overview
What is a Contact Centre/CCaaS (Contact Centre as a Service)?
A contact centre, traditionally referred to as a call centre (but now with far more channels) is a centralised platform where a business’ customer interactions are managed. These interactions can take place through various communications channels, such as phone calls, emails, live chats, social media and messaging apps including SMS. And because an omnichannel contact centre can be hosted in the cloud, your agents can be based anywhere and still provide an optimised customer experience.
Enhancing the Customer Experience through an improved journey
The primary purpose of a contact centre is to provide customers with a convenient and efficient way to interact with a business, address their concerns and receive support. A well-designed contact centre will improve customer satisfaction, build customer loyalty, and increase revenue. Espria works with some of the leading contact centre providers to support the SMB and mid-market with bespoke CCaaS solutions, ensuring your customers get to the best qualified person and gain the right support quickly.
Adding value to your business
The value of a business’ contact centre can be significant:
Flexibility and Scalability
CCaaS easily adapts to changing business needs by accommodating fluctuations in call volumes, adding or removing agents as required, and supporting new communications channels
Cost-Effective
CCaaS means your business only pays for the features and services required, with the option to scale up or down
Improved Customer Experience
CCaaS provides a seamless, personalised customer experience by enabling agents to access customer information across various channels and respond quickly to inquiries, thus supporting customer retention and positive reviews or feedback
Enhanced Productivity
CCaaS solutions improve agent productivity by giving real-time data, analytics and automation of routine tasks, which enables them to handle multiple interactions simultaneously
Access to Advanced Features
CCaaS features such as predictive analytics, artificial intelligence, and voice recognition, enhance the customer experience and improve operational efficiency
Increased Security
CCaaS solutions provide enhanced security measures, such as encryption and secure data storage, to protect customer data and prevent security breaches
Enabling your customers with self-serving options frees up your agents to spend more time communicating with your customers agent reliant engagements.
If you want to improve customer service and drive growth, talk to one of our Solutions Architects today about designing and building the right contact centre tool for your business.
CRM Integrations
Whether its Salesforce, Dynamics, Zoho or any other CRM, Contact Centre solutions can integrate giving your agents and your customers the best, personalised experience.
Analytics
The analytical tools available with CCaaS tools will allow you to gain valuable insights to improve operational efficiency, optimise team deployment and monitor your customer’s journey.
it services
Case Studies
VoIP Implementation for our Law Practise Customer
Our Customer - a legal firm which is becoming one of the UK’s fastest-growing legal practices, have built an innovative business model that has disrupted the staid and steady world of solicitors. However, with that, the desire to remain forward thinking and progressive in their practise, has meant that they needed to address the fundamental issues affecting their telecommunications.
Accelerating our Finance Asset clients growth with VoIP & Unified Communications
Our clients are asset finance experts, making vehicle and asset finance personal. With accelerated growth, the business continues to grow across multiple locations. However, until we worked with them, they were struggling to offer the customer service desired and work productively in line with their growth.
Speak with James
Get a quote?
We create simple, cohesive solutions that transform our clients’ business operations. Whatever your goals, we are here to help you achieve them. So get in touch and start your IT digital transformation today.
Our Other Services
IT Services
IT performance that creates seamless and secure solutions, providing the business continuity you need.
Cloud Services
Accelerate your performance and agility with cloud services that enable your business to benefit from maximum uptime and no disruption.
Managed Print Solutions
Evolve your workplace technology, maximise uptime, and eliminate the burden of your document and printing environment.
Hybrid & Remote Working
Wherever they work, your teams are supported with seamless IT solutions.
Our Communication Services
What we do
