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Contact centre software that gives you real time knowledge

If your contact centre team are using multiple channels to communicate with customers, you need real time knowledge across all those channels. CONTACT™ call centre management software gives you real time reporting for SMS, email, social media, web chat and fax, and 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 improved service and efficiency in other organisations or contact us to find out more.

Multi-channel call centre management software

However your customers choose to contact you - sms, email, social media, fax or web chat - CONTACT™ gives your operators the knowledge they need to handle the communication seamlessly. CONTACT™ gives them a single view of the customer experience and history. It is also easy to integrate with your current voice system.

You and your team will be able to apply business rules and knowledge in real time, thanks to CONTACT™'s integrated real time reporting. You'll be able to measure and evaluate service performance. And access powerful analytics to understand your customer intentions and plan offers, services and communications.

You'll have a complete history of all sms, email, fax or web chat communications, making it easy to track orders or complaints. And be able to search the whole message history by customer record. CONTACT™ gives you the management control you need to improve service quality and efficiency.

"Now we work a lot smarter and we're able to identify where there are roadblocks."Find out how international security company, ADT, used CONTACT™ to improve efficiency.

With CONTACT™ you can:

  • Get real time knowledge for you and your team
  • Enjoy a single view of the customer experience and history
  • Search message history by customer record
  • Apply business rules and knowledge in real time
  • Analyse customer service performance across multiple channels
  • Understand customer behaviour
  • Plan improved offers, services and communications
  • Improve service and efficiency

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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