Hosted Contact Centre

Inbound

Our HCC solutions offer a range of essential inbound features. These include: sophisticated IVR, skills-based routing, script building, smart queue-buster features, automated call-back options, screen popping, voice recording and more.

We allow for complete CRM integration using rich CTI services, and offer web-based wallboards displaying agent productivity and performance against SLAs – making it easier than ever to monitor and improve your interactions with customers.

Additionally, our real time campaign and queue management function allows you to manage and improve inbound activity as it happens, which means you can respond to any issues and improve performance in real time.

Outbound

HCC with Elite Group gives you access to powerful predictive and preview dialler features. These incorporate lead management tools, as well as campaign and script editor capabilities.

As well as predictive dial and preview dial modes, you will also benefit from auto-preview dial mode, list management, customisable filters, agent scripting, multi-number dialling, list loader, lead management, CLI presentation and real time queue management.

By giving your agents access to these tools, you equip them with everything they need to carry out their roles in the most effective and productive fashion. This ensures that your outbound campaigns are properly executed, and deliver outstanding results.

Advanced Call Routing

Designed to give you full control, our hosted contact centre makes it easy for you to decide how calls are routed. Whether you wish to limit the number of concurrent calls delivered to a call centre or agent team, to route calls to different locations at different times of day, to ensure the longest waiting caller is always prioritised or to make sure that calls are directed to the agent with the most appropriate skillset, you will be able to.

Our secure web portal is fully brandable, easy to navigate, and allows you to change the destination of each call at the touch of a button.

Analytics and Reporting

With our hosted contact centre, you can view detailed historical or real-time data for multiple Omni channel campaigns quickly and easily. Extensive search and filtering capabilities make finding desired information simple, and a customisable dashboard ensures you’re monitoring the most critical metrics effectively.

Providing over 35 standard reports, as well as a highly sophisticated reporting module that allows users to create their own custom reports, our HCC analytics and reporting make it easy for users to choose what they want to see in a format that suits them (whether that’s a simple table and graphical chart). Additionally, post call surveys allow you to track customer experience in an on-going fashion.

Disaster Recovery Management

Traditionally, disaster recovery involved deploying a duplicate on-premise call centre. This is expensive and often unreliable. When you choose a hosted contact centre solution, you safeguard productivity and ensure business continuity.

Our disaster recovery service makes it easy for you to reroute calls to any location – so long as it is equipped with an internet connection, a web browser and a phone. This means agents can continue to operate from an alternative location or from their own homes. Each inbound number can be independently configured, or numbers can be grouped and jointly configured. Your pre-configured disaster recovery plan can be implemented via the web portal or using a dialup management number.