Providing the technology to make customer experience and communications simpler, faster and stress-free.
The new model of contact centre engagements
Although it was already happening – the pandemic has forced more and more organisations to rethink their contact centre strategy, moving away from on-premise solutions to the cloud, or Contact Centre as a Service (CCaaS) delivery model. With it being more flexible, more scalable and more rapidly deployable in this world of work from anywhere, it’s logical.
Art of the possible
The way customers communicate, the channels they use and how often they do it are constantly evolving. You must adopt an omnichannel customer service strategy if you want to keep your business moving forward. This isn’t something you can accomplish overnight, however. An omnichannel strategy might seem overwhelming. You may not know how to start, how to roll out additional channels, how to staff those channels, or how admins can keep up with it all. We can assist in deploying and managing the technology that will make omnichannel possible for your business.
Benefits from our experience
Our digital consultants and technical experts have implemented cloud solutions from multiple providers and we’ve replaced on-premises platforms with cloud capabilities. If on-premises is your strategy, we have you covered with years of experience with traditional solutions residing in your data centre. Our experience has enabled us to have a rich understanding of the technologies and their limitations and we have also been able to help clients find and integrate the important add-ons they need for advanced applications and/or integrations.
Complete customer service solution
Customer service is not just about your customers. It’s about your business and your teams, too. illation’s solutions not only make things easy on your customers, but also set your teams up for success, and keep your business running smoothly and efficiently. Offer support in ways that are convenient for your customers, so it’s simple for them to get the answers they need. Personalise the experience for each customer, even as you scale. Use automation and AI-powered bots to get the context so that customers never have to repeat themselves.