Contact centre software that keeps you in control

Adding SMS, email, social media, web chat or fax to your contact centre brings new management challenges. With CONTACT™ call centre management software, you get the control you need, across multiple channels. You will be able to manage the quality and queuing of SMS, email, social media, web chat and fax communication.

CONTACT™ is easy to integrate with your current voice system. CONTACT™ gives you the management control, real time knowledge and easy integration you need. See our case studies for examples of how CONTACT™ has given managers in other organisations improved process and business control or contact us to find out more.

Multi-channel call centre management software

Examples of the control you'll enjoy over SMS, email, social media, fax and web chat communication with CONTACT™ include:

  • Control over what outbound communications are sent, when, with our broadcast scheduling and sociable hours tools.
  • Integrated management of message queuing across communication channels, including key word direction of emails, faxes and SMS messages, and detailed real time reporting on wait times, handle times and grade of service.
  • Quality control of outbound messages using templates, spelling grammar and vocabulary checks and the ability to allow team leaders to view messages before they are sent.
  • A single view of each customer and a fully searchable history of all SMS, email, web chat and fax communication to and from them.

"The database is completely searchable - which is something we simply didn't have before. When a customer queries a delivery we can key in the name of the store and quickly retrieve the original purchase order document."Find out how international dairy company,  Fonterra, uses CONTACT™ to improve efficiency.

Read more about the control you'll get with CONTACT™ call centre management software for SMS, email, social media, web chat and fax or contact us to find out more.

SaaS contact centre software

You can use CONTACT™ hosted, as Software as a service (SaaS), accessing it securely over the Internet and paying as you go. Or you can host CONTACT™ on your own servers, within your own firewall.

View the demo to see how CONTACT™ could work for you - click here.

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