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.
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 skill set, you will be able to.
Our secure web portal can be easily branded, 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 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
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
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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Fault management and instant disaster recovery from any location
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Premium partnerships with all major carriers
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Industry experts with many years’ industry experience
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Tailored and scalable solutions for businesses of any size
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Real-time, scheduled and historical reporting and analytics as well as customisable reports
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Advanced outbound features – industry-leading lead management tools, campaign and script editor capabilities, screen pop, agent whisper 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 wall boards, rapid scalability, screen popping and call recording
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.
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.
Featured Services
IT & Cloud Services
From the desktop to the datacentre, we have a range of solutions to improve your productivity, ensure your compliance and security of your business.
Business Mobile
In our ever increasingly ‘mobile’ world, communication wherever you are is vitally important. We offer Voice, Data, M2M, Device Management services and hardware from the UK’s leading providers.
Connectivity
A vital component for any size of business, we have solutions designed specifically for your needs whether you operate from a single site, multi-location (both UK or internationally) delivered across a range of technologies.
Unified Communications
We offer a full range of on premise, hybrid and hosted telephone and collaboration solutions that support every size of business.
