Analytics

Analytics

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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Business Systems

Business Systems is the UK’s largest independent provider of call recording and workforce optimisation technologies including quality monitoring, speech analytics, real time guidance and workforce management solutions.

With over 25 years’ experience, our clients benefit from our broad knowledge and expertise across multiple technologies and platforms and our understanding of the unique dynamics and drivers of the contact centre market.With an established history of service excellence, Business Systems has one of the largest and most experienced engineering resource bases offering expert guidance and support across single and multi-site requirements.

Working with customers to offer unbiased advice on ‘best fit’ solutions from industry leading manufacturers, our broad range of expertise covers: training, consultancy, systems design, implementation and ongoing service delivery and support.Our solutions today range from on-premise equipment to cloud based services for home worker and mobile environments.

462 London Road, Isleworth, Middlesex. TW7 4ED
0800 458 2988
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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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SJS Solutions Ltd

Optymyse from SJS Solutions ltd delivers the perfect blend of metrics, messaging and branding via engaging templates proven to influence contact centre agent behaviour and reduce attrition.

Unlike traditional wallboard products Optymyse delivers the perfect mix of information in a dynamic and engaging format guaranteed to influence agent behaviour, and empower contact centre agents to deliver positive experiences on every call.

With over 20 professionally designed templates and the ability to quickly modify templates via powerful software developed specifically for contact centres.

Whatever you place on your TV screens will represent you, your contact centre and your brand so getting it right is pretty important.

188 Liscard Road, Wallasey. CH44 5TN
+44 (0)203 642 1842
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SVL Business Solutions

SVL Business Solutions is the UK’s most experienced provider of multimedia interaction recording and advanced contact centre applications.  With a unique portfolio of enterprise, branch office and SMB solutions, we work closely with customers in a wide range of industry sectors including contact centres, local authorities, public safety, financial institutions and utilities.

Our comprehensive portfolio of solutions includes:

Interaction Recording
Quality Management
Interaction Analytics
Workforce Management
Customer Feedback
Public Safety

SVL Business Solutions has established close partnerships with some of the world’s leading technology providers including NICE, Liquid Voice, Ultracomms and Teleopti.

As well as being NICE’s leading Platinum Partner with the largest customer base in the EMEA region, SVL Business Solutions is the only UK partner with a full set of accreditations demonstrating its commitment to consistently meeting the needs of customers in a broad range of market sectors.

+44 (0)1355 900000
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webhelp.uk.logo.2014

Webhelp UK is a customer solutions company, not a call centre

Of course we provide the sort of contact centre facilities you would expect from a major provider. You’ll be reassured to know we’ve got the people, the experience and the technology to deliver at the highest level.

Our starting point is to get to grips with the challenges you face. We’ll work with you to make sure you get exactly what’s right for your business.

A multichannel perspective It’s not all about calls. You’ll know yourself how other channels can influence people’s experience of your products or services.

So have you considered what people are saying about you on social media or how a mobile application could deliver your message? Could you be using the web to deliver customer experience, not just customer information?

We’ve thought about these things too, and we have some innovative solutions we’d like to share with you.

Proven methodologies When you make and take millions of calls each month, you’re bound to find out a thing or two about customer behaviour. The secret, though, is the way you analyse the data. A long time ago we stopped counting calls and started analysing customer behaviour.

This insight lets us get closer to the real issues that your customers face, and to deliver the best experiences for them. However, the main difference is that our way of working ensures we find the right solutions first time.

A partnership approach Our clients see us as their partner, and we agree. This means we’re prepared to share the risk with them on strategic projects. Whether your aim is to cut costs or increase revenues, we can offer you progressive commercial terms that will make the benefits of choosing Webhelp more compelling.

– We care about our people

So we have a comprehensive recruitment process, extensive ongoing training, a clear career path and great working environment. To us, it’s the only way to run a business. Great employees are like great customers – once they’re on board, it make sense to keep them.

1 Central Park Avenue, Central Business Park, Larbert, Falkirk FK5 4RX
0131 516 8350
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