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CONTACT CENTRE

Effortless Customer &
Agent Experiences

Help customers from anywhere at any time on any channel.

Transform customer and employees experiences through intelligent routing, conversational AI, agent assistance, and insights & analytics.

Smarter Service

Streamline your business communications with one simple, all-in-one tool for every interaction.

Company Collaboration

Provide agents with AI tools to enhance engagement and solve customer problems. Simplify forecasting, and scheduling, and monitor agent performance.

Empowered Agents

Measure contact centre performance with enhanced analytics to drive contact centre improvements.

Performance Insights

CALL ROUTING

Intelligent Inbound Call Routing

When a customer calls your business, our Intelligent Call Routing ensures they’re instantly connected to the same agent they spoke to before.

With our advanced Softphone system, fully integrated with your existing database or CRM, your agent has immediate access to all relevant details and notes. This allows for smooth, personalised conversations that help your customers feel heard, understood, and truly valued.

Call Routing IT Support Fleet

CONTACT CENTRE

Connect On Any Channel

Enhance Customer Experience with Seamless Communication

Provide your customers with a smooth experience by using a single customer ID across all communication channels. Whether they switch from speaking with a live agent to using a chatbot or move from a phone call to a digital chat, their journey remains uninterrupted, ensuring they receive a consistent and convenient experience at every stage.

Connect Customers to the Right Support

Make it easy for your customers to get the help they need by connecting them with the right agent based on their language, expertise, or preferred method of contact. Improve their experience with smart self-service options. Features like automatic call-back reduce waiting times, minimising frustration and encouraging customers to stay on the line.

Boost Agent Efficiency with a Unified Tool

Simplify customer interactions by equipping your agents with an easy-to-use platform that consolidates all conversations in one place. Whether they’re working in the office or on the go, your team can access everything they need from any device, allowing them to work faster and more effectively.

Contact Centre IT Support Fleet

EMPOWERED AGENTS

Keep Agents Happy, Engaged, and Productive

Optimise Your Team's Schedule

Your contact centre team’s schedule should reflect important factors like call volume patterns, holidays, and training sessions. By adjusting your schedule to accommodate these elements, you ensure smooth operations, enabling your team to meet customer needs effectively without disruptions.

Maintain High Service Quality

With tools like screen and voice recording, speech and text analytics, feedback forms, and fair agent scoring, monitoring performance becomes easy. These tools help you maintain top-tier service quality by tracking and improving your team’s performance.

 

Track What’s Working in Real-Time

Gain valuable insights with real-time analytics. Understand your customers' sentiments, identify your biggest advocates and critics, track emerging trends, and uncover patterns that matter. These tools give you the power to improve the customer experience and make smarter, data-driven decisions to drive your business forward.

Contact Centre IT Support Fleet

COMPANY COLLABORATION

Keep Important Conversations In

One Place

Connect with Product Experts Across Your Organisation
Easily reach out to subject matter experts throughout your organisation to resolve issues faster. With a shared directory, two-way presence synchronisation, and phone transfer/conferencing, collaborating has never been simpler.
 

Engage Hybrid and Remote Agents
With IT Support Fleet's video meeting solutions, you can easily coach and train your team, whether they’re working remotely or in the office. From one-on-one sessions to group training, our tools ensure seamless communication, keeping your team empowered and connected.
 

Keep Key Stakeholders Informed
Set up automated alerts and notifications to be sent directly to specific messaging channels, ensuring your stakeholders stay in the loop with minimal effort.

Contact Centre IT Support Fleet

The Business Value of Our Contact Centre

48%

Increase in customer satisfaction

53%

Increase in employee satisfaction

25%

Increase in average revenue per agent

46%

Increase in revenue growth rate

43%

Increase in first contact resolution

30%

Decrease in cost to serve

Tailor Every Experience

Easily link popular CRMs to deliver a more personalised experience for your customers. With everything in one centralised location, you can quickly access key information like purchase history, previous interactions, ticket statuses, and more.

Gain a complete view of your customers and seamlessly integrate with any custom CRM or back-end system, keeping your workflows smooth and efficient.

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