Hosted Contact Centre
Flexibility and peace of mind: our advanced call centre blends state-of-the-art features with the resilience and scalability of our core network
Hosted Solutions for Continuity and Resilience
Elite Group are one of the UK’s leading contact centre solution providers, and are perfectly positioned to provide a hosted contact centre solution for your business.
Our hosted contact centre solution makes it easy to expand your customer service capabilities, implement self-service IVR, access enterprise-level features and functionalities and cost-effectively manage calls to and from a single call centre or multiple geographically disperse call centres. All without major capital expenditure spend.
Our hosted contact centre is PBX agnostic with a variety of ways to connect your current phone system, meaning easier and faster integration.
A hosted contact centre will ensure business continuity and customer service resiliency in the event of a network outage.
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 skill-set, you will be able to.
Our secure web portal is fully brandable and easily navigable, 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 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.
Able to be exported in csv, xml, tiff, pdf web archive or as an excel spreadsheet, you will be able to analyse data pertaining to agent productivity, audit trails and call centre or agent group performance. Additionally, specialised reports – such as those detailing all calls made to a particular number, caller origin, call attempts to specific target numbers and more – can be created easily.
Disaster Recovery Management
Traditionally, disaster recovery involved deploying a duplicate on-premise call centre. This is expensive and 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 dial-up management number.
Business Benefits
One Solution
Manage inbound and outbound calls easily and cost-effectively using just one intelligent solution
Trusted Core Network
Relax in the knowledge that your solution is hosted in our resilient core network
Rapid Implementation
Set up your new hosted contact centre in next to no time – we understand that time is priority, and will ensure you’re up and running as soon as possible
Operational Flexibility
Equip your agents with the tools required to operate from any location – whether that’s at home, in another office or even in another country
Secure Web Portal
Access all features and functionalities via a secure web portal and allocate each member of staff the correct user permissions role
Operational Resilience
Benefit from the best of cloud innovation without compromising operational stability – we ensure you make the most of the cloud and that your business remains resilient
Technical Checklist
Technical Checklist
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Advanced inbound features – sophisticated IVR, advanced call routing and script builder, smart queue-buster features, automated call-back, real-time wallboards, rapid scalability, screen popping and call recording
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Advanced inbound features – sophisticated IVR, advanced call routing and script builder, smart queue-buster features, automated call-back, real-time wallboards, rapid scalability, screen popping and call recording
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Email, SMS and chat support
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Real-time, scheduled and historical reporting and analytics as well as customisable reports
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Instant disaster recovery from any location
Why Choose Elite Group for a Hosted Contact Centre Solution
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Award-winning dedicated account management and technical support
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Industry leading SLAs and fault management
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Premium partnerships with all major carriers
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Industry experts with over 17 years’ industry experience
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Scalable solutions for businesses of any size
Our Customers Say
I am very happy with the level of support and knowledge delivered. I like to call Elite and bounce ideas off them and together this relationship works really well because as our business develops it becomes a win win process for the both of us.
The service provided by Elite Telecom has been excellent, I have developed a great relationship with the support team. It has made a major impact on our business operation, and the cost savings it has delivered has made it a very worthwhile investment.
We expect the system to pay for itself within two years, furthermore we believe that we have only scratched the surfaced on what we think the telephony system can do for us in the future. The implementation of the Swyx solution has been a great success.
Featured Services
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MPLS
A big business must-have. If you operate over three sites or more, we design bespoke high-speed networks which improve reliability and control.
Unified Communications
Expert systems for any business; Elite provides productivity-enhancing voice solutions in the Cloud, on-premise or via Voice over IP.
