Why Deploy A Contact Centre Solution
Putting in place specialist contact centre software can transform the way you interact with your customers while making your customer-facing staff far more efficient and effective. A well designed and implemented Contact Centre solution can:
- Increase conversion rates and upsell
- Reduce the cost to serve
- Increase customer retention
- Adhere to contractual SLA’s
- Reduce ramp times for new staff
- Attract, reward and retain skilled staff
The key capabilities that a contact centre solution provides to achieve this include:
Intelligent Routing
Ensuring that every inbound interaction is quickly routed to the most appropriate person.
Omnichannel Engagement
Enabling you to support customer interactions over voice, email, SMS, chat and social channels.
Workforce Scheduling
Understanding customer demand and scheduling staff to meet these demands.
Self-Service
Providing both voice and text-based intelligent self-service options to your customers.
PCI Compliant Payments
Enabling your call handlers to securely take payment in a PCI compliant manner.
Real-Time Visibility
Providing your managers with the visibility to dynamically manage your customer-facing teams.
Agent Desktop
Empowering your teams with the tools to effectively handle customer enquiries.
Customer Experience Analytics
Understand why customers are reaching out to you and the experience you are delivering.
Working With Leading Contact Centre Providers
We provide contact centre solutions from both Mitel and 8x8, two leading vendors that offer a comprehensive range of capabilities for a wide spectrum of requirements. Having this choice enables us to truly understand the needs of our clients and to propose the solution that best meets their current needs while also delivering the agility to meet future requirements.
Mitel Contact Centre
Mitel is a market-leading vendor in unified communications and contact centres. We partner with Mitel as they offer a wide range of solutions from intelligent call routing for customer-facing teams through to a feature-rich contact centre platform. Mitel also offers choice in terms of how their solution is deployed and consumers with on-premise, hosted and CCaaS options.
8x8 Contact Centre
8x8 provide a feature-rich solution that is delivered as a Contact Centre as-a-Service (CCaaS) offering. This platform offers both flexibility and scalability to meet the needs of our clients while also providing a resilient solution that can support a virtualised operation. With a direct connection into the 8x8 platform, we are able to offer our clients a highly resilient and fully managed service.
Delivering Contact Centre Within MS Teams
With more and more organisations adopting MS Teams as their enterprise communication and collaboration platform, embedding specific contact centre capability into this platform has significant advantages.
Rather than provide another unique environment for dealing with customer engagement, embedding contact centre functionality within Teams provides your people with an intuitive and familiar environment inside which to operate.
At FluidOne we are able to deliver contact centre capability as an embedded application inside of MS Teams. You gain all of the benefits of utilising purpose-built contact centre software within your corporate-wide environment. This significantly accelerates adoption and ensures that your contact centre or customer service teams remain connected with the rest of your organisation.
Through our expertise in MS Teams and contact centre software, we are able to provide you with a fully integrated and connected solution and manage the end-to-end service delivery.
The Value of A Contact Centre Solution
For many of our clients, customer experience is key and our experience in contact centre solutions have helped them to deliver significant value to their customer-facing teams, their business and more importantly, their customers.
Customer Experience
By ensuring you are responsive to customers regardless of the channel they select to engage with you over.
Individual & Team Productivity
By ensuring that each interaction goes to the most appropriate person and empowering your people with the right tools to resolve enquiries first time.
.svg)
Efficient Customer Service
By blending people with self-service, ensuring that routine enquiries can be dealt with efficiently and freeing up your people to deal expertly with more complex enquiries.
Accelerate Digital Experience
Through enabling you to respond to customers preferences on how they want to engage whether that be voice, email, SMS, chat or social channels.
Customer Engagement Insights
Not only having the visibility into how your contact centre is operating, but real insight into the customer experience you are delivering.
Compliance & Resilience
Ensuring that every customer interaction is compliant whether that be sector specific legislation or privacy and security requirements such as PCI and GDPR.
Supporting & Enhancing Your Existing CC Environment
We don’t just enable you to introduce new contact centre capability or to upgrade your existing contact centre software, we can also assist you in delivering proactive and reactive support for your current environment. Our 24x7 service team can ensure that your current environment delivers the performance and reliability that you require.
As a Mitel, 8x8 and Microsoft partner we are versed in not just the current versions of these solutions but earlier versions too. This enables us to provide you with the level of support your business needs while supporting you with future scalability and enhancements.
Why Fluid One
With a portfolio of CC solutions, we are able to align the best solutions to fully meet your specific needs both now and in the future.
We complement our main solution offerings with a broad range of selected eco-system partners ranging from interaction recording through to knowledge management and agent desktop.
We can provide you with the deployment option that best meets your needs and your IT strategy whether that be on-premise, private hosting or as-a-service.
We provide our Contact Centre solutions through our Platform One ensuring the highest level of security and availability, as well as connecting you with a wide range of on-net services.