Multi-Site Routing

Multi-Site Routing

Aspect Software

Aspect Software is the only software company with a fully-integrated interaction and workforce optimisation platform for enterprise contact centres globally that need to profitably (and seamlessly) orchestrate people, processes and touch points in an era when the contact centre is the new centre of the customer experience.
We believe that today’s consumers own the conversation, choosing when, where and how they communicate. That the emergence of dynamic, web-based and very public consumer communication channels is thrusting the Contact Centre into the leadership role for delivering an excellent experience to these highly conversational consumers. Those organisations that anticipate and adapt to this “relationship revolution” will be better poised to build long-term customer loyalty and value. That Aspect has the only Contact Centre product suite that can work across all channels, in any environment and throughout the organisation to deliver remarkable customer experiences.

2 The Square, Stockley Park, Uxbridge, Middlesex. UB11 1AD
020 8589 1000
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Interactive Intelligence Inc

Interactive Intelligence is a global leader of cloud services for customer engagement, communications and collaboration designed to help businesses worldwide improve service, increase productivity and reduce costs. As a consistent driving force behind the development of new customer engagement, communications and collaboration technologies, including more than 100 patent applications to date, Interactive Intelligence’s first-to-market approach has made it a leading innovator.

With 20-plus years of experience developing customer engagement and UC&C solutions, and backed by more than 6,000 global customer deployments, Interactive Intelligence brings the global capacity and maturity required to satisfy the most diverse enterprise requirements, including those of the largest multi-national organizations.

Interactive Intelligence helps organizations of all types and sizes improve service, reduce costs and deliver successful business outcomes through its innovative cloud platform. The company designed its PureCloud℠ platform as a set of microservices running atop Amazon Web Services that delivers customer engagement, communications and collaboration functionality.

Thames Central, Hatfield Road, Slough, Berkshire. SL1 1QE
+44 (0) 1753 418 800
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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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Eckoh plc

Eckoh plc engaging your customers through multiple channels, as well as running a contact centre, is a huge challenge.

Our automated customer self-service and payment solutions help organisations to focus on their core business, reduce operational costs and improve contact centre efficiencies.

Eckoh is the UK’s leading provider of multi-channel customer service and secure payment solutions.Eckoh has more years’ experience in designing hosted speech solutions than any other company in the UK. Certified Payment Card Industry Data Security Standard (PCI DSS) Level One compliant, we also offer the widest range of PCI DSS compliant contact centre solutions available on the market.

Our pedigree of cross-sector clients have all benefited from reduced operational costs and improved efficiency, enabling their contact centre to both protect against fraud and focus on more complex enquiries.

Telford House, Corner Hall, Hemel Hempstead, Hertfordshire. HP3 9HN
+44 (0) 1442 458 300
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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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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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syntec.logo.2014.1

Hosted & network-level contact centre management solutions

Syntec (formerly Syntec Telecom) provides a fully-integrated suite of telephony and software solutions designed to enable efficient management of all aspects of your call centre and contact centre activities.

Products include the full range of telephony services as well as contact centre management systems, PCI DSS solutions and marketing analytics capabilities.

SyntecTelecom – network level innovation

We are an Ofcom-regulated network switch operator handling over 80 million calls a year so you can be confident that your calls are in safe hands.

We can handle your call traffic via our digital interconnects (PSTN) as well as Voice over IP (VoIP) and SIP, with our additional network-level services giving you fully integrated Syntec control.

AgentCall – cloud contact centre management

AgentCall co-ordinates contact centre agents, remote and home workers with live and historic reporting and a web-based management interface.

No new hardware or CAPEX is required.

AgentCall works with your existing phones and systems to manage & distribute calls, webchat, e-mail & SMS, with other Syntec hosted services including: Intelligent Call Control; Call Queuing, Queue Management & Automated Call Distribution (IVR); Call Diversion & Disaster Recovery; CallRecord; and outbound diallers.

CardEasy ‘keypad payment by phone’ PCI DSS solutions

CardEasy de-scopes your call centre and home workers from PCI DSS audit requirements. Sensitive card information is hidden from agents & call recordings, and the agent remains in conversation with the customer throughout, with the payment authorisation advised to the agent in real time.

A customer self-service Autopay (IVR ) version is also available for out of hours payments or where no agent is required .

ResponseTrack – call tracking & analytics to measure your marketing

ResponseTrack uses dynamic phone number replacement on your website to identify the website searches, keywords & visitors generating your telephone enquiries & sales, for analysis of your online marketing spend/ ROI, with real-time reports and ScreenView caller information display and websession sharing between agent and customer.

Other marketing response options include after-call Customer Surveys and the full range of Geographic & Non-geographic numbers (01/02 & 03, 0800, 0844/0871 etc.) to track & report advertising results. Revenue- sharing is available where applicable.

For additional Information on Click on the Website Link

18 The Avenue, London. W13 8PH
+44 020 7741 8000
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