CTI

CTI

Ultracomms

Ultracomms was founded over a decade ago as Europe’s first ever cloud-based contact centre solution provider. Today, the company is positioned as one of the UK’s most innovative contact centre solution providers, with services designed to help customers balance the key elements involved in managing a successful contact centre: cost of ownership, cloud infrastructure, customer engagement, customer interaction and compliance.

Balancing these crucial 5C’s helps us deliver measureable benefits to clients, empowering them to reduce the cost and risks associated with running contact centres and freeing them to focus time and resource on their growth and productivity.

How Ultracomms differentiates itself in a competitive marketplace:

• Pioneering product roadmap – the Ultracomms in-house R&D team continually works with clients to deliver new features and services that put both Ultracomms and its users at the forefront of the rapidly evolving contact centre market, as well as helping them comply with industry standards and regulations.

• Customer focus – The company has a dedicated support team which provides real-time monitoring, rapid analysis and service ‘fine tuning’ to clients, helping them to get the best results from their campaigns.

• Flexible and cost-effective pricing –Ultracomms’ utility-based business model gives its clients a flexible, cost-effective way to support their contact centre needs, backed by a no-limit 24/7 customer support service.

• Experience – for over ten years, the Hampshire-based company has provided outbound, inbound and blended contact centre services, typically aimed at mid-range UK organisations, helping them to exploit the cloud’s potential. Although Ultracomms has a strong track record in the financial services sector, it also has established customers in a wide variety of industries.

The Granary, Cams Hall Estate, Fareham , Hampshire. PO16 8UT
+44 (0) 207 965 0207
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Britannic Technologies

Britannic Technologies is an independent, award-winning systems integrator. VoIP and Contact Centres, Cloud Hosting, Voice and Data Networking, Systems Integration and Application Development are at the heart of the company’s expertise.

With over 30 years’ experience in delivering efficient communication ecosystems across a wide range of sectors including finance, hospitality, housing, insurance, legal and professional services Britannic Technologies is a trusted partner in leveraging communication technology to streamline contact centre operations and boost customer experience.

Britannic partners with industry-leading vendors such as Mitel, Avaya, Microsoft Skype for Business, Red Box Recorders and ComputerTel to deliver state-of-the art technology solutions for your customer service operation. All solutions can be delivered from the cloud, on premise or through a hybrid model.

Additionally, the company’s CTI middleware, SIP exchange platform as well as its Contact Centre Discovery and Customer Experience Consultancy add value over and above the solutions from world-leading vendors.

Britannic’s solutions effectively support you in deliveringomnichannel customer service, first-call resolution, contact centre reporting, agent productivity and operational efficiencies through automation and self-service options.

Trailfinders, Grange Hotels, Markerstudy Group and Family Mosaic Housing are just a few of the customers that have transformed their contact centres with Britannic.

– CNA Best Enterprise Cloud Solution Finalist 2016

– Mitel Contact Centre Partner of the Year 2015

– CNA Best Enterprise Contact Centre 2014

Britannic House, Merrow Business Park, Guilford, Surrey, GU4 7WA
01483 242526
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Content Guru

Content Guru is a multi-award-winning provider of cloud-based communication solutions, delivering services through storm®, Europe’s largest and most versatile Cloud Contact Centre & Communications Integration™ platform.

Hundreds of the world’s largest organisations are powered by storm, in sectors ranging from utilities and travel through to finance and government, and include EDF Energy, Chubb and National Rail Enquiries.

These clients choose the platform for its unparalleled scalability and reliability in handling enormous volumes of multi-channel communications, its flexibility in consistently delivering best-in-class services anywhere, anyhow and at any time, and its scope for truly global deployments.

storm supports hundreds of applications, including:

– Multi-channel Cloud Contact Centre & Unified Communications (email, voice, SMS, IM, web and social media from a single platform)
– Communications Integration (converging data and communications, and enabling disparate systems to interoperate)
– Propensity modelling (interpreting data sources to deliver mass-personalised messaging and unprecedented customer engagement)

Radius Court, Eastern Road, Bracknell, Berkshire. RG12 2UP.
+[44] (0)1344 852 350
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Enghouse Interactive

Enghouse Interactive delivers technology and expertise to maximize the value of every customer interaction. The Company develops a comprehensive portfolio of customer interaction management solutions. Core technologies include contact centre, attendant console, predictive outbound dialer, knowledge management system, IVR, and call recording solutions that support any telephony environment, on premise or in the Cloud. Enghouse Interactive has thousands of customers worldwide, supported by a global network of partners and more than 700 dedicated staff across the Company’s international operations.

Enghouse Interactive is a subsidiary of Enghouse Systems Limited, a software and services company traded on the Toronto Stock Exchange (TSX) under the symbol “ESL.” Founded in 1984, Enghouse Systems is a consistently profitable company, which has grown both organically and through the acquisition of well-regarded specialists including Arc Solutions, CosmoCom, Datapulse, IAT SmartDial, Safeharbor Knowledge Solutions, Syntellect, Telrex, Trio, and Zeacom. Enghouse Interactive delivers flexible and scalable solutions that will meet a company’s communications needs across their organization, including: multi-channel contact centers, IVRs, operator consoles, call recording and quality management, and integration & optimization solutions. Enghouse Interactive provides solutions that cover the entire spectrum of interactions, which include the following:

– Structured interactions are typically very well defined interactions that are transactional in nature. They are generally high volume, low value and are handled by call/contact centres.
– Unstructured interactions typically enter the organization through an operator or attendant and will require a more consultative approach to handle them professionally. The attendant/operator will use a variety of status and availability tools, such as calendar and various forms of presence information, integrated with a powerful directory, to determine how best to handle the call. Unstructured interactions will generally be lower in volume are often very high in value.
– Self-service interactions help optimize both the structured and the unstructured interaction management areas, helping companies achieve the right balance of customer service level, efficiency and cost

Progression House Turnhams Green Park Pincents Lane Reading, RG31 4UH
+44 (0) 118 943 9200
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Genesys

Thousands of companies and organisations of all sizes around the world rely on Genesys every day to delight customers by powering optimal customer experiences and journeys with the award-winning Genesys Customer Experience Platform.

Genesys has experts who help organisations across many industries design and deliver optimal customer journeys, using people, processes and technology required to deliver the journey across all touchpoints, channels and interactions. Genesys experts combine strategic business insights with hands-on, practical experience gained from thousands of implementations to help you get to market faster, increase your productivity, and achieve measurable business results.

At the heart of the Genesys Customer Experience Platform is patented technology that allows companies to easily optimise the distribution, commonly called routing, of all interactions, cases and back office tasks in such a way that it delivers a highly differentiated customer experience and the lowest cost of operations. It does this by directly routing each specific item in priority order to the optimal person at any location or in any organisation. The optimal person is someone who has the most appropriate skill set to engage in the activity and is available in an SLA acceptable time period. Additional business rules beyond skill and availability are simply added.

This optimisation delivers the highest first contact resolution and SLA adherence possible while also improving workforce efficiency and lowering cost of operations. As a result, you can align the customer experience you provide with the value a customer represents over all touchpoints, channels and interactions, including the adherence to back office work SLAs. This capability is part of the Genesys Customer Experience Platform, and along with the entire platform, delivers a differentiated customer experience that will increase your customer loyalty, reduce churn, increase revenue and lower cost.

The Genesys Customer Experience Platform delivers comprehensive and integrated best-in-class capabilities for customer experience solutions for organisations of any size, including contact centres. The platform not only delivers customer experiences that are consistent, seamless and personalised, but are also journey-appropriate. By journey-appropriate we mean that the experience delivered, whether via self-service or human-assisted, matches the expectations of your customers, aligning with the stage and type of their present journey.

The platform efficiently manages customer engagement across all touchpoints, no matter the department in which they reside, across all channels including voice, email, chat, SMS and social, and across all interactions from the front office to back office. Customers like you commonly use the platform to power inbound and outbound contact centres, customer self service, back office productivity and mobile marketing. Highly visual, intuitive and interactive analytics help your customer experience professionals drive continuous improvements in performance and business results.

The Genesys Customer Experience Platform is available in three editions to address
the needs of businesses from the smallest company to the largest global enterprise.

The Genesys Premier Edition—Virtual Contact Centre delivers an industry-leading cloud offering for small to mid-size contact centres.

The Business Edition is designed for mid-size contact centres that require all-in-one functionality that deploys rapidly, is easy to use, and scales as your contact centre grows. With this edition, you can choose to run your contact centre in the cloud, on-premise with a pre-configured appliance or in a hybrid cloud configuration.

The Enterprise Edition is designed for large organisations that require highly scalable and customised contact centre solutions. With this edition, you can choose to run your contact centre in the cloud, on-premise or in a hybrid cloud configuration.

Genesys, Unit 4.1 Frimley Business Park, Frimley, Camberley, Surrey, GU16 7SG.
+44 (0)1276 457000 / +44 (0)2037 348133
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Intelecom
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Intelecom is a leading provider of cloud contact management technology. With over 15 years’ experience, Intelecom was one of the first to develop a cloud based contact centre. Highly flexible and scalable Intelecom’s contact centre solutions can be adapted to accommodate from one to several thousand concurrent agents using any device, in any location and integrates with multiple applications seamlessly.
Intelecom’s objective is to help our customers achieve greater operational efficiency through their contact centre processes, as well as to provide them with the latest functionality so they can deliver an excellent customer experience.

Today Intelecom provides contact centre services to over 2000 organisations in over 20 countries. High profile UK customers include Capita, Dun & Bradstreet, Figleaves.com, Domino Pizza and Ombudsman.

About Intelecom Connect

Connect from Intelecom is a complete, multichannel cloud contact centre solution. Its rich functionality is available in modular form which means you can specify the tools that are right for your business at any given time safe in the knowledge that you only pay for what you use.

This ability to build bespoke contact centre solutions is unique to Intelecom Connect, flexible and highly scalable Connect is future proof technology that will continue to meet your business demands.

Connect is one of the few contact centre solutions that is completely multichannel. Connect agents can respond to phone, email, Chat, Social Media and SMS enquiries all within the one application.

Connect has a powerful administration portal known as Control which provides access to critical real-time information, detailed reporting and the ability to make changes live in the contact centre.

Why choose Intelecom Connect?

Independent: Connect will work in any location independent of hardware, software, platform or device
Multichannel: Connect manages phone, email, SMS, Chat and Social Media
Flexibility: Connect can integrate to any third party application with ease
Scalability: Instant access to capacity on demand
Cost Efficiency: Pay-as you-use and no capital investment, maintenance or upgrade cost
Security and Stability: 15 years’ providing resilient and stable service delivery

2-6 Boundary Row, London. SE1 8HP
08450 803 070
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Netcall plc

Netcall Plc is a leading provider of customer engagement solutions.

Netcall’s dedicated solutions help organisations manage the ever changing demands of their customers and prospects efficiently and cost effectively – resulting in increased profitability and customer satisfaction.

The Company offers a platform with a broad set of innovative packaged solutions for end-to-end customer engagement, incorporating intelligent contact handling, workforce optimisation, business process management and enterprise content management.The solutions can be bought either individually or as a suite, on-premise or in the Cloud.

This modular approach gives customers an affordable entry point to the Liberty platform, from which they can both upgrade and expand, protecting their future investments and potentially reducing their number of suppliers.Netcall’s customer base contains over 750 organisations in both the private and public sectors. These include over 70% of the NHS Acute Health Trusts, over 50% of London Borough Councils, major telecoms operators such as BT and Cable & Wireless and leading organisations including The University of Cambridge, The Forestry Commission, Interflora, Lloyds TSB, Odeon, Interserve, Orange, Prudential, British Sugar, and Thames Water.

Hamilton House, 111 Marlowes, Hemel Hempstead, Hertfordshire, HP1 1BB
0330 333 6100
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Sabio

Sabio is a specialist systems integrator focused on delivering exceptional customer contact strategies, applications and solutions.

With the skills, knowledge, experience and creative thinking of our people, we can enable you to overcome your greatest customer contact challenges.

Sabio, Avaya’s Partner of the Year for 2014, is a customer contact technology specialist focused on delivering exceptional customer service strategies and solutions, partnering with leading organisations such as Avaya, Nuance and Verint. Sabio offers business consulting, systems integration and managed services working with many major organisations across the UK including Argos, Brewin Dolphin, Business Stream, Eurostar, Leeds City Council, Office Depot, Thames Water, Unibet, Yorkshire Building Society and multi-award winning Lebara Mobile.

Enterprise House, 1-2 Hatfields, London. SE1 9PG
+44(0) 20 7633 3900
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