Using Contact Centre solutions to enhance your Customer Journey experience.
Contact Centre has changed.
The scope of capabilities within the Contact Centre environment has grown. While the well-known and respected on-premises Contact Centres are still viable, the growth of cloud services has added the ability to fully migrate or to build at a suitable pace with a hybrid solution.
The customer journey has become ever more important as less emphasis on face to face communication has driven the need for more Omni Channel communication channels along a drive towards more self-service options with support being readily available from agents if need be.
SCC works with market leading solutions to provide options for all customer requirements no matter how big or small, complex or simple.
Enabling Your Organisation
Contact Centre as a Service (CCaaS)
Bring Contact Centre into your operating costs to be able to manage budgets. Remove the irregular costs of infrastructure purchases and software/application upgrades with a fully manged, evergreen solution.
Deliver calls to agents wherever you need them to be. Homeworking or location agnostic environments can be deployed to ease the demands of office working to improve recruitment and retention of staff.
Moving to a new solution does not need to be difficult or be delivered in one big bang. Integrating solutions to soften the migration, between systems or from on-premise to cloud, can make implementation through a hybrid environment the ideal resolution.
SCC Contact Centre Solutions
For clients who are looking to stay ahead of changing customer expectations we can offer consulting across Contact Centre solutions along with full delivery and support services for many solutions that integrate with Microsoft Teams. Options for on-premise and cloud enabling dispersed and virtual contact centres to support today’s diverse agent location requirements.
First Contact IVR
Interactive Voice Response with speech-enabled intelligent voice capability to simplify the incoming caller experience. Providing information to ensure the caller is routed to the correct agent with as much pre-emptive knowledge as possible.
Conversational virtual assistance that helps provide personalised self-service to customers. Enhancements on the traditional IVR offerings to deliver an even better customer journey.
Skills Based Call Routing
Automatic Call Distribution (ACD) with skills-based routing to support quicker responses by the most suitably experienced agents. All configurable by supervisors with direct hands-on experience rather than waiting for a ticket to be actioned in a support team.
Multiple Contact Options
Omni-channel functionality, integrating social media, messaging applications and email. The ability to add chat, Twitter, Facebook among others to capture every media platform your customers may be communicating through.
3rd Party System Integration
Integration with many CRM services to provide a swifter and more professional agent and customer experience. Delivering contacts from within a CRM service to enhance the customer experience while easing the role of the agent.
Analytics and clear management dashboards to provide insight, productivity reports and customer feedback. Both readymade and bespoke options to deliver the reporting you need, when you need it.
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