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Transform customer and employees experiences through intelligent routing, conversational AI, agent assistance, and insights & analytics.
Smarter Service
Simplify business communications with a single unified tool for all interactions.
Company Collaboration
Provide agents with AI tools to enhance engagement and solve customer problems. Simplify forecasting, and scheduling, and monitor agent performance.
Empowered Agents
Measure contact centre performance with enhanced analytics to drive contact centre improvements.
Performance Insights
Intelligent Inbound Call Routing
When a customer calls your business, our Intelligent Call Routing ensures they’re quickly connected to the same agent they spoke with previously.
With our advanced Softphone, seamlessly integrated with your existing database or CRM, your agent has instant access to all the key details and notes. This makes every conversation smooth and personalised, leaving your customers feeling truly listened to and valued.
CONTACT CENTRE
Connect On Any Channel
Enhance Customer Experience with Smart Routing
Make every customer interaction effortless by keeping a single customer ID, no matter how they switch channels. Whether they move from a live agent to a chatbot or transition from a phone call to a digital chat, their journey stays smooth and connected.
Connect Customers to the Right Resource
Make it simple for your customers to get the help they need by connecting them with the right agent based on their language, expertise, or preferred way of communicating. Streamline the process and enhance their experience with smart self-service options. Features like automatic call-back minimise waiting times, helping to reduce frustration and ensure your customers don’t abandon the call.
Improve Agent Experience with a Unified Tool
Make customer interactions effortless by providing your agents with a user-friendly platform to manage all conversations in one place. Whether they’re in the office or on the move, your team can access everything they need from any device, helping them work more efficiently and effectively.
EMPOWERED AGENTS
Keep Agents Happy, Engaged, and Productive
Optimise Your Team’s Schedule
Your contact centre team’s schedule should consider key factors like call traffic patterns, holidays, and training sessions. By aligning your schedule with these needs, you can ensure smooth and efficient operations, enabling your team to meet customer demands effortlessly and without interruptions.
Maintain High Service Quality
With tools like screen and voice recording, speech and text analytics, feedback forms, and fair agent scoring, you can easily track performance and ensure service quality stays top-notch.
Track What’s Working in Real-Time
Gain valuable insights with real-time analytics. Understand how your customers feel, spot your brand’s biggest fans and critics, discover trending topics, identify patterns, and so much more. It’s all about giving you the tools to elevate the customer experience and make smarter decisions for your business.
COMPANY COLLABORATION
Keep Important Conversations In
One Place
Connect with product experts across the organisation
Reach out to SMEs throughout the entire organisation to resolve problems more quickly using a common directory, bidirectional presence synchronisation, and phone transfer/conferencing.
Engage hybrid and remote agents
With IT Support Farnham's video meeting solutions, you can easily coach and train your team, whether they’re working remotely or in the office, in one-on-one sessions or group settings.
Keep key stakeholders informed
Configure automated alerts and notifications to be sent to specific messaging channels.
The Business Value of Our Contact Centre
48%
Increase in customer satisfaction
53%
Increase in employee satisfaction
25%
Increase in average revenue per agent
46%
Increase in revenue growth rate
43%
Increase in first contact resolution
30%
Decrease in cost to serve
Tailor Every Experience
Effortlessly connect popular CRMs to create a more personalised experience for your customers. With everything in one place, you can instantly access details like purchase history, past interactions, ticket statuses, and more.
Get a full view of your customers and easily integrate with any proprietary CRM or back-end system, ensuring your workflows stay smooth and efficient.