Contact Centre Solutions Set Your Workforce Free
Our contact centre solution is a brilliant upgrade from our standard VoIP telephony platform. It delivers the full suite of Unified Communications features, integrations, and fully supported hardware to mobilise your workforce in an affordable and efficient way that is designed to grow with your business.
The Contact Centre edition of our platform enables you to deliver exceptional service to your customers, enhance agent productivity, and empower supervisors with visibility and control over activity within your contact centre environment.
Clever and Efficient Features
Our solution delivers an evolving range of advanced call handling and management features through an intuitive interface. Key features include:
Intelligent Call Queues
Instant Messaging & Presence
Call Monitoring & Intervention
Compliant Call Recording
Directory Services & Click-to-Dial
Voice & Video Conferencing
Secure Administration Portal
The key to any Unified Communications solution is how it integrates with other critical services in your business, improving both productivity and accuracy.
Our platform us plug-and-play ready for integration with Salesforce, Microsoft Dynamics, Sugar CRM, Hubspot, Zendesk, Bullhorn, Pipedrive, Suite CRM, Zoho and Vtiger with new integrations coming on-stream regularly. Less common, web-based CRMs are also catered for, offering both click-to-dial and screen-pop functionality.
Our platform also integrates with Microsoft Teams, offering a cost-effective and resilient solution for voice in a Microsoft world.
Communicator Soft Client
The Communicator soft client is your window into our platform, enabling your team to communicate and collaborate however they wish, on any device, and from wherever they’re working. With our Contact Centre edition, our app is delivered in two flavours – Communicator Supervisor and Communicator Agent, depending on the team member’s role.
Available for desktop and mobile, Communicator delivers a host of other communication and collaboration features within a single, intuitive pane – softphone, video, instant messaging, group conferencing, screen and document sharing, and presence.
Enables your contact centre team to sign into and respond to inbound calls, and view the status of other agents and calls pending in their associated call queues.
A real-time hub for monitoring and managing teams of agents. It displays real-time call and agent statistics and provides live monitoring of contact centre performance. The supervisor can respond to escalation alerts from agents requiring managerial assistance and then monitor or intervene on any call.
Contact Centre Management
Businesses want a feature-rich and easy-to-use system, at a fair price that will scale with your business. Just as important as each of these, is having a reliable system that won’t let you down. There are a multitude of VoIP systems available on the market, and this is why you can rely on ours to deliver:
Our VoIP platform runs from multiple, geographically redundant, UK data centres. Our primary data centre is London Volta, offering industry-leading resilience for connectivity, power and cooling, and is a co-location centre of choice in the heart of the City.
We run load balanced controllers and hosts across advanced Linux Based Dell server clusters, providing additional backup, and connect to the PSTN using direct SS7. IP traffic flows directly over uncontended links, and the platform peers extensively over LINX and LonAP as well as privately, ensuring traffic is handed to other ISPs locally wherever possible.
Wallboards can provide your agents with live insight into how they are meeting customer needs and internal quotas, while enabling supervisors to identify areas of increased demand that could require additional resource.
Our wallboards display a host of live call statistics across your contact centre, enabling you to monitor activity and respond to any performance issues promptly and with minimum disruption.
Our secure, web-based portal enables you to perform a wide range of administrative duties from anywhere.
Add extensions and hunt groups, make configuration changes to call routing, control end-user feature, maintain centralised contact directories and far more. Settings can be centrally configured, deployed, and managed instantly, either by you or the DRC team can offer a fully-managed service, which most of our customers prefer.
Real-Time Monitoring & Analytics
In addition to wallboards, contact centre supervisors can leverage a wealth of statistics and graphs to quickly analyse the performance of individual agents, or groups thereof, and the contact centre as a whole.
This could include calls answered by an agent, talk time, or any associated delays, calls that went unanswered, wait times, and more. All data is presented as a timeline of events in graphical format, and can be viewed live or reported on historically, as required.
Our platform can be enabled for native cloud-based call recording, offering a 90 day rolling archive of your calls, complete with secure data centre storage.
Should you need to retain copies of your call recordings beyond the previous 90 days, the platform enables you to archive recordings to your own Amazon S3, Google Drive, or Dropbox storage solution.
If you’re operating in a regulated industry and need to adhere to strict compliance requirements, such as MiFID II or PCI, we also offer a fully compliant, cloud-based call recording and analytics platform. The Atmos platform comes complete with advanced search and retrieval, 256 bit encryption, long-term immutable storage, and payment platform integration, delivering the ultimate telephony compliance suite.