Elite Storm - Cloud Contact Centre

Customer Experience & Efficiency

With a single agent user interface Elite Storm Cloud Contact Centre means you can view an entire conversation even when a customer switches channels offering a more personalised experience. With intelligent routing to serve customers quicker, live dashboards, wallboards and reports our Cloud Based system increases contact centre efficiency.

Bespoke integrations with existing business systems allow for seamless agent workflow activity, Contact Centre efficiency and improved customer experiences all round. Making it easier to attend to your customer needs, saving time and money all while delivering an improved customer experience. Intelligent algorithms, leveraging principles such as Mediated Interaction Matching (MIM), calculate routing based on factors such as personality and skill level to optimise contact centre effectiveness.

Communication Continuity

Elite Storm is a highly scalable and resilient cloud-based contact centre allowing agents access to customer information without leaving the app. Agents can work from anywhere allowing for improved business continuity, ensuring your contact centre continues to operate during periods where you would otherwise be discounted from your customers. Integration with secure payment systems, as well as management information, allows you to deliver a seamless, highly functional environment. Assimilation with 3rd-party systems, including CRM, provides agents with the necessary information to provide consistent cross-channel customer service.

Intelligent and Flexible

Through the use of intelligent automation and routing, customers can effortlessly reach the right agent for help using their chosen channel. By utilising intelligent routing software, customers are routed to the best available agent every time by using skill level algorithms. Skill level routing algorithms can be personalised depending on opening hours, agent availability, or even by demand; this ensures that customers who may have more complex queries are directed to an agent who has the skills and experience to help. Utilising personality traits and experience ensure that the customer can be connected to the best possible agent and ultimately resolve their query quickly and efficiently.

Additionally, Elite Storm Cloud Contact Centre prioritises the preference of agents by allowing flexible working conditions through a user-friendly, browser-based interface. With more agents working remotely in the contact centre industry, this can now be achieved through the flexibility that Elite Storm Cloud Contact Centre provides.

Seamless Integration

There’s no need to outlay for any new hardware, Elite Storm Cloud Contact Centre integrates with a substantial array of infrastructure. With a significant amount of agent time spent searching multiple disparate systems with customers waiting and becoming more frustrated as the seconds pass, it is crucial that businesses can reach a solution for this issue. Elite Storm Cloud Contact Centre, as a cloud-based service, offers businesses the ability to integrate seamlessly with any third-party system, database, or remote information storage. The platform can be effortlessly integrated with either existing data infrastructure or any storage systems that are introduced at a later date.

Integrate is able to obtain data from remote systems, combining this with other modules to provide comprehensive service monitoring and reporting capabilities. Providing a toolkit that leverages Service-Oriented Architecture (SOA) technology, the platform can be linked with all necessary systems for the everyday function of a business.