From complex on-premises call centres to the latest cloud contact centres, we offer solutions across a wide range of vendors, giving clients total flexibility and all the tools and add-ons you need. We can offer support for single or specialist solutions, or a fully managed environment – and guide you through the transition to a new technology platform.
Be omnichannel, not multichannel in your customer service approach. Put your customer at the centre of engagements on every platform. We are a leading South African provider in omnichannel. With illation omnichannel, you’re getting the best that omnichannel has to offer.
Single Customer View
Keep a single line of communication with your customers, even though you use various platforms to communicate. That and more. With a single customer view, you have all your customer data available at a glance, this includes service history, live data and customer details. Everything your agents need is no more than a click away and available on a single screen.
Why limit yourself to only be available to customers within business hours? Allow your customers to help themselves at any time of day or night. It’s easy with customer engagement automation. Offer customers valuable resources such as knowledge hubs with FAQs, or automated chatbots. We offer both simple and intelligent automation solutions.
Voice of the Customer
Do you really know what your customers expect from you? With our voice of the customer offering, you can! Automatically store your customer engagement data and analyse it for an in-depth understanding of the main reasons customers reach out. This feedback can then be applied to help you optimise problem areas in your customer engagement journey.