Hosted Contact Centre

Equipped with cutting edge contact centre capabilities, our HCC solutions deliver greater operational flexibility, provide real time control and reduce costs. Plus, dedicated account management, 24/7 UK support and enterprise class SLA's.

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.

Our HCC solutions offer a range of essential inbound features

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.

HCC with Elite Group gives you access to powerful predictive and preview dialler features

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.

Hosted call centre with advanced call routing

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.

View detailed historical or real-time data for multiple Omni channel campaigns

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.

Safeguard productivity and ensure business continuity

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.

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

Multi-Channel

Unify your contact centre with a comprehensive, converged solution that covers voice, email and web chat

DTMF

Securely capture customer card details without any input from agents

Technical Checklist

Technical Checklist

  • 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
  • Advanced outbound features – industry-leading lead management tools, campaign and script editor capabilities, screen pop, agent whisper and call recording
  • Email, SMS and chat support
  • Real-time, scheduled and historical reporting and analytics as well as customisable reports
  • Instant disaster recovery from any location

Why Choose Elite Group for a Hosted Contact Centre Solution

  • Award-winning dedicated account management and technical support
  • Industry leading SLAs and fault management
  • Premium partnerships with all major carriers
  • Industry experts with over 17 years’ industry experience
  • 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.

Chris Carter, Network & Infrastructure Manager

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.

Andrew Hussey, IT Manager

The fact Elite takes a consultative, supplier agnostic approach means that we have been able to take the best of all the suppliers and create our own unique platform that suits our business needs. We’ve developed a strong relationship with the Elite Account Management team.

Craig Knott, Director

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