Contact Centre

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CONTACT CENTRE SOLUTIONS.

Omni-channel contact centre solutions with ITCS are completely aligned with your business needs. The ultimate way to bridge the gap between your technology and your people: get the best from omni-channel working with ITCS.

Award-Winning Analytics Platform for improving processes

ITCS offer cloud-based call and contact analytics services. Data reporting in this way can be invaluable for improving your business and providing better customer service. Work with us and we’ll help you get the information you need to make effective changes that improve your contact centre.

Team Motivation: Display live KPI reports to motivate your staff.
Improve Conversions: Gain the ability to see missed calls instantly, to improve call-backs.
Optimise Processes: Organise your team based on call traffic patterns.
Improve ROI: Monitor the effectiveness of marketing campaigns.
Gain Greater Insight: View every segment of a call to see call resolution times and areas for improvement.

The Right Choice for your Contact Centre

Make it easier for customers to engage with you.

Achieve accuracy from the start with our Contact Centre Solution. As a cloud-based customer engagement platform it is designed to simplify and enhance customer communication.

Tailor-made for enterprises aspiring to amplify customer interactions, ‘Contact’ presents an intuitive self-service toolkit, catering to small and medium-sized ventures, all within a budget-friendly range.

As a cloud contact centre solution, Contact seamlessly complements the functionalities of desk based phones, soft phones with headsets, mobiles, or other collaborative tools, designed with team work in mind.

Key aspects of our Contact Centre solutions include:

Voice & Email Channel

Voice Channel: Enables agent to make and receive calls while managing customer interactions.

Email Channel: Connects with email servers using POP3, SMTP, and IMAP protocols, allowing agents to send and receive emails through services like Gmail or Microsoft 365. Supports multiple email addresses for streamlined queue management.

Webchat

Webchat empowers you to seamlessly integrate code into your website. This connection instantly links promising sales prospects. By strategically interleaving webchat conversations between calls, agents efficiency remains paramount. Alternatively, agents can proficiently handle multiple chat sessions concurrently, optimising their productivity.

Clever Queue Management

Customer interactions are efficiently queued and monitored. Calls and emails can be categorised into VIP queues, enhancing the likelihood of achieving prompt initial issue resolution.

Customers may not tolerate long wait times, our solutions assess a caller’s queue position and provides an estimated wait time. It also offers the option of receiving a callback if the wait is lengthy and can suggest specific time slots.

Call Recording Flexibility

You can choose to record inbound, outbound, or internal calls, serving different needs such as customer service, training, or audit requirements.

Management Reporting & Insights

Use a robust built-in functionality to generate an array of reports, enabling you to both view and create multiple reports seamlessly.

Dynamic Wallboards & Dashboards with Real-Time Data

Effortlessly create interactive wallboards that display real-time data from the moment a user engages with a call, email, or web chat. This feature offers valuable insights for conducting performance evaluations.