Call Centre

Call Centre

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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Jabra Headsets

Jabra Headsets are designed to fit the unique requirements of contact centres that want to meet their customers’ needs, using the latest acoustic and communications technology.

Comfortable, hygienic and easy to use, Jabra headsets feature noise-cancelling technology, wideband sound and plug-and-play capabilities in both Mono and Duo and corded and wireless options to suit all job roles and user requirements.

Whether your contact centre handles inbound or outbound calls, Jabra headsets enable you to:-

– Increase customer satisfaction with quality calls, less noise and better communication

– Handle more calls faster and with greater efficiency – without increasing resources

– Keep agents motivated and satisfied with headsets designed for maximum comfort and usability

When choosing reliable, state-of-the-art headset solutions from Jabra you can be assured that they are backed by an innovative, world-leading hands-free communication company with over 150 years of experience in business communications.

Realise maximum value from your technology investment with Jabra

1st Floor, The Curve, Axis Business Park, Hurricane Way, Langley, Berkshire. SL3 8AG
01784 220172
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KURA

Kura is a market leading provider of outsourced contact centre services and software solutions for a number of the world’s most successful brands. Following a successful management buyout of the company we’re on a journey to build a unique business in our industry.

We provide award winning people and technology solutions that enable our clients to provide great service and grow their customer base. We have over 1,300 team members who live and breathe our values of: Communication, Vulnerability, Learning, Courage and Accountability.

We focus on our people……not just saying it because we are a business that happens to have lots of people. Our philosophy is “to help people be the best they can be”. We spend our time differently from other organisations. We take the time to understand people. We treat them as individuals. We help them to build their capability and self-belief with spectacular results for them and our clients.

By working together with clients our operations and support teams consistently deliver top decile performance. To find out how we can help you maximise the value of your contact with customers, please visit our website to learn more about our services.

Citypoint, 21 Tyndrum Street, Glasgow, G4 0JY
0141 272 1105
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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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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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Call Centre Management Association

The Call Centre Management Association (CCMA) is the longest established association representing the call centre industry in the UK.  We support contact centre managers through providing opportunities to network; to openly share best practice and to increase their skills and knowledge through specialist training

Our aim is to offer timely and impartial advice to our members; to keep contact centre leaders in touch with changes in their industry; to provide credible benchmarking information and to help individuals maintain an awareness of the latest trends and developments

Our membership association is not for profit, and our board is made up of people who work full time in the industry in operational roles. We are run by our members for our members.

Our purpose:

To support contact centre managers through providing opportunities to network; to openly share best practice and to increase their skills and knowledge through specialist training. Our aim is to offer timely and impartial advice to our members; to keep contact centre leaders in touch with changes in their industry; to provide credible benchmarking information and to help individuals maintain an awareness of the latest trends and developments.

Our Values:

We will always put our member’s needs first
We will never share our members contact details with third parties
We will provide a safe environment for people to grow and learn
We operate for contact centre managers led by a board of contact centre managers
We will never have suppliers on our board.
If we have partnerships with suppliers this will only be with credible organisations that support the Associations objectives. Our partners will not activity sell their services to our members.
We will identify best practice and share it with our members

20-22 Bedford Row, London. WC1R 4JS
0844 8000 623
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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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CorptelUK

Corpteluk has been delivering high quality products and services to companies for more than 20 years. We have rapidly grown to become one of the most reputable distributors in the market, offering a wide range of more than 3000 telecommunications products from leading brands, and an unrivalled level of high quality customer service to all our customers across the UK, Europe and worldwide.

With a single phone call, our team can supply you with items from our catalogue of more than 3000 products ranging from headsets, to telephones for domestic, business, care and hotel environments, audio and video conferencing equipment, call recording services, environmental and public telephony, door entry systems, unified communications, and even a huge range of network and installation equipment – including everything from the cables, cabinets and enclosures, to routers, switches, and even the tools required to fit them.

Jabra, Sennheiser, Plantronics and agent are just a few of the market-leading brands who choose Corptel as a distributor. Regardless of the size of your business, our dedicated team of helpful and friendly experts are ready to supply you with impartial advice and expertise across all aspects of your telecommunications needs.

Every product is protected by a manufacturer warranty, with optional extensions available at reasonable rates, and can be delivered next day if your order is placed with us by 5:30pm. Our team can also offer to buy back your old, disused, and broken telephone headsets, and will provide you with a credit to offset against the cost of buying brand new equipment from us.

All products and their availability are constantly updated and available to buy through our website, but we would always recommend picking up the phone to one of our experts who will answer your call in seconds, and provide you with impartial, friendly, unpressured advice on whatever you need, and let you know our latest offers.

4/6 Commonwealth Close, Leigh Business Park, Leigh, Greater Manchester. WN7 3BD
01942 262526
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CorptelUK Headsets – Agents

CorptelUK Headsets – Agent is a leading UK producer of high quality, competitively priced telephony products for the business and call centre markets.

Our responsibility and commitment to our customers has always been to provide businesses with products that use the latest innovations in technology, and are designed to be comfortable to use and wear, at a surprisingly competitive price.

We offer an exceptional and stylish range of products including business telephones and a wide selection of telephone headsets, including corded, wireless, USB and Bluetooth headset ranges. Our popular accessories line includes buddy training leads, travel packs, telepads, switches, handset lifters, and multi-purpose adaptors, suitable for all businesses large or small.

Designed in the UK to an extremely high specification, all Agent products are highly compatible with a majority of existing equipment from other suppliers, and are supplied at brand beating prices to offer you exceptional value for money. We are so confident in the performance of our products, that we offer a 2-year warranty on our entire headset range, and a 10-year warranty on all our business phones.

Agent offers you the truly affordable alternative to products from major brands, without ever having to compromise on quality.

Businesses across the UK, Europe and worldwide are using Agent, it’s time you did too.

4/6 Commonwealth Close, Leigh Business Park, Leigh, Greater Manchester. WN7 3BD
01942 262526
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dancing lion consultancy

Are you looking for learning & development solutions for the contact centre? We can help.

Dancing lion training & consultancy helps build the culture and develop managers, sales and customer service professionals to be more effective.

We tailor our services to your business needs.

We can help you to:

– Align staff behaviours to the vision and values of your organisation

– Maximise the customer experience, increasing satisfaction, loyalty and retention

– Utilise outputs from Customer Satisfaction, Net Promoter and Customer Effort Score

– Develop new managers core skills and emotional intelligence

– Enhance the leadership skills of experienced managers

– Build your staff’s morale and professionalism through personal effectiveness training

– Increase results from your sales performers with key account management, sales & negotiation training

– Reduce organisational overheads by giving HR professionals recruitment methods and skills to attract and retain the right people

– Avoid staff burnout and absenteeism by engaging the workforce

– Build real commitment through management training in change and culture building

– Equip staff to reduce debtor days and bad debt through arrears collection training

– Review your marketing training to develop competitive advantage

– Harness the power of social customer service, utilising telephone, SMS texting, email and chat with dynamic call centre training

– Overall become a more service orientated and profitable business by utilising business training training tools to focus on the customer’s interests and needs.

Our team of experienced consultants and trainers will come to your centre and help you achieve the outcomes you want.

Find out more today.

+44 (0)1908 644791
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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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eg Solutions Plc

eg solutions plc is a provider of enterprise workforce optimisation software, specialising in the back office. eg pioneered this new market space and developed the most complete, purpose built workforce optimisation software for back offices – the only solution that manages work, people and end-to-end processes wherever they are undertaken, anywhere in the world.

Over 100,000 users in leading UK and international companies in multiple industry sectors, including financial services, healthcare and utilities use our software.

Using our forecasting, scheduling, real-time work management and operational analytics capabilities we deliver measurable improvements in service, quality, productivity and regulatory compliance. When supported by our implementation and training services we guarantee return on investment in short timescales – 20-40% improvement in operational efficiency while improving the end customer experience and reducing exposure to risk and compliance.

Regardless of who is serving the customer – call centre, back offices, branches or the field – our solutions provide true insight into the full customer service process and promote world-class operational management capability.

The eg operational intelligence software suite is available in the cloud, as a managed service, and on-premise.

Dunston Business Village, Stafford Road, Dunston, Stafford. ST18 9AB
01785 715772
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Encoded is a leading PCI DSS* compliant provider of interactive contact centre payment solutions. Encoded solutions are designed to fulfil three key objectives:

• Reduce costs by automating business processes
• Increase sales by offering new fulfilment channels
• Improve customer service by maximising resource efficiency

Encoded Ltd was founded in 2001 to offer affordable, pay-as-you-go solutions to contact centres both large and small. In 2011 the company went through full PCI DSS Level 1 accreditation with an external Qualified Security Assessor (QSA) and was awarded the top level of compliance and an Attestation of Compliance (AOC). This level of compliance only applies to organisations that store, process and/or transmit more than 300,000 Visa transactions per year.

Encoded’s Expertise

Encoded operates as a long-term consultative partner with many of its customers which range from major enterprises to more boutique SME businesses in the UK and Internationally.

Encoded’s established network of partners means it can provide flexible cloud-based or customer premises equipment (CPE) solutions at competitive prices. The Encoded pricing model means customers are only charged for successful transactions. Therefore the team stays close to ensure the service performs as perfectly as possible.

1 Stanley House, Kelvin Way, Crawley, West Sussex, RH10 9SE
0845 120 9790
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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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Eptica

Eptica is a global provider of multichannel and multilingual customer interaction software, covering the email, web, social media, web chat and agent channels. The Eptica Customer Engagement suite includes Web Self-service, Social Customer Service, Email Management, Chat, Fax-Letter- SMS and Knowledge Management for Customer Service.

Available on premise or as a Software as a Service (SaaS) solution, the Eptica Customer Engagement suite enables organisations to improve engagement with customers, increase efficiency and drive sales by delivering fast, consistent and personalised responses to their queries, through their channel of choice.

The Eptica customer engagement platform is designed around a central knowledge base, powerful workflow and Eptica Linguistic Services. Eptica’s dynamic and self-learning knowledge base handles customer interaction management in a personalised, centralised and consistent manner. Eptica’s workflow supports the processing and management of all inbound and outbound customer requests and interactions that take place across multiple channels. Eptica’s advanced linguistic capabilities enable organisations to quickly understand the tone, sentiment and context of digital interactions and automatically deliver personalised service.

Eptica’s software is used by leading brands across the world to manage incoming customer interactions and provide fast, accurate and efficient service that scale to meet increasing demand, across all text-based digital channels.

Today, more than 400 organisations across all industries and in 15 countries rely on the power of Eptica’s platform. They include AXA, Dixons Carphone, Domestic & General, AirAsia, Hastings Direct, L’Occitane, TUI, Debenhams, Capita and Ageas Insurance Solutions. Eptica’s continuing innovation and strong performance has resulted in the company’s inclusion in Gartner Magic Quadrants for the last five years.

Eptica is based in the UK, US, France and Singapore and operates worldwide through its network of partners. For more information please visit our website or the browse the Eptica Customer Experience Blog (http://www.eptica.com/blog) for the latest views on social customer service, email management, self-service, ecommerce, chat, mobile and more.

200 Brook Drive Reading, Berkshire. UK. RG2 6UB
+ 44 (0)118 949 7072
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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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Inisoft

Inisoft is a dynamic and forward thinking software provider, specialising in contact centre and college technology.

Our contact centre solutions offer the full Omni-Channel experience, allowing your customers to engage on their channel of choice.  SynTelate, is our award winning unified agent desktop, it provides a 360-degree view of the customer, allows easy integration with existing technology, and allows the agent to identify the relevant customer information so they can deliver the best customer experience.  We’re endorsed by a number of partners globally to service our clients, in fact, we’re Avaya Predictive Dialler’s agent desktop of choice.

We’re owned by Kura, a contact centre outsourcer based in Glasgow; therefore, our technology is designed specifically with the customer and agent experience in mind.  Our customers range from SME to Multinationals and include Verizon, GE Money, and Scotiabank.

Inisoft Ltd, 2 Swan Street, Glasgow, Scotland, UK, G4 0AX
0141 272 1105
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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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Knowledge Powered Solutions (KPS)

Knowledge Powered Solutions (KPS) specialise in providing Knowledge Management (KM) solutions for Call Centres, Service Desks and Shared Service Environments.

The KPS product provides Customer Service staff, internal / external customers and citizen’s access to vital knowledge quickly and easily through a simple to use natural language interface. Public and private sector organisations around the world use the KPS product to deliver productivity gains whilst also enabling an enhanced customer service experience for both agent and customer alike.

Meeting high levels of customer expectations is critical in gaining new customers and retaining existing ones. Improving contact centre efficiency whilst reducing costs is the biggest challenge currently facing the customer service operation.

An effective Knowledge Management System will ensure that agents are empowered with the right information to provide consistent and personalized responses to each customer. KPS’s Knowledge Management Solution provides a single view of multiple knowledge sources including response templates for different channels.

Whether the answer is held on a website, an intranet or a pdf document on a fileshare, KPS’s powerful context based search will not only find the right document but will highlight the area of the document where the answer can be found.

Customers increasingly want to contact the call centre through multiple channels. From web self-service, to social media sites such as Twitter and Facebook, the Knowledge Base needs to be able to retrieve and post out channel appropriate content, in addition to being made accessible via each of these channels. With the ability to tightly integrate KPS’s Knowledge Management solution with the agent’s desktop customer engagement system, agents can progress the customer request quickly and accurately.

Being able to personalise access to knowledge is also key to delivering enhanced customer service. Whether it is an agent being provided direct links to new information in their desktop system or a customer being notified of an issue or a product or service which is directly relevant to them, the KM system provides the tools to push out important information, with an audit trail of who has both received and read this information.

KPS’s Knowledge Management Solution provides agents with the right tools and the right information to provide the high level of service customers expect today.

Knowledge Powered Solutions Ltd Unit 6, Whitworth Court, Manor Farm Road, Runcorn, Cheshire, WA7 1WA
+44 (0) 1928 597 811
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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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Noble Systems

Noble Systems is a global leader in customer contact technology solutions, providing innovative products since 1989. Every day, millions of customer contacts are made by agents at 4,000+ client installations worldwide using the award-winning Noble platform for inbound, outbound and blended communications.The scalable, integrated Noble Solution includes advanced ACD, predictive dialling, unified contact processing and multichannel communication systems.Noble’s superior functionality gives clients the ability to design sophisticated campaigns, leverage real-time decision making tools, manage workforce, improve agent activity, increase agent retention, achieve regulatory compliance and maximise overall campaign performance and results.

The award-winning Noble Solution delivers a suite of innovative tools and advanced technologies to manage the dynamic requirements of blended, inbound and outbound communication programs. Noble utilises the latest hardware, database and telephony technologies to offer a fully open, highly customisable and scalable platform.

Combining flexible features with a variety of ‘building block’ options, Noble provides powerful, stable, industrial-strength solutions with open architectures that offer clients a long-term investment pathway for growth.

At Noble Systems, we succeed through our clients’ success. Our unified contact centre solutions can help you increase agent productivity and reduce operational costs, so you can achieve new levels of performance and revenue.

11, Commerce Way, Westinghouse Road, Manchester. M17 1HW
+ (0) 161 772 7100
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Noetica

Noetica is a British, privately owned software company headquartered in London trading globally and specialising in the development and delivery of customer contact systems. Established in February 1997, we take great pride in our products and services and are fanatical about delivering excellence in everything we do. Our client base spans four continents and operates around the clock.Following a management buyout in 2010, the company is now fully owned by Danny Singer (Noetica’s founder & CEO) and his management team. Noetica has been consistently profitable and growing over the last 6 years.

Synthesys™, Noetica’s product range, is a comprehensive package that provides almost everything you will ever need in order to run and manage a successful, effective and efficient call centre operation. Developed over many years and incorporating a wealth of knowledge and experience of the call centre space, Synthesys™ is designed to reduce reliance on IT and empower the business functions to become autonomous and extremely agile by delivering integrated applications to the agents’ desktop intelligently and in record time.

The underlying philosophy behind Synthesys™ is based on the concept of a process. Each customer interaction needs to conform to a clearly defined business process. At the heart of Synthesys™ is a Visual Interaction Design environment (the Interaction Studio) that enables non-technical users to clearly, easily and visually define and implement each business process in a rigorous yet flexible way, rapidly and without programming. These processes, can be simple or complex, self-contained or rely on a multitude of other systems that Synthesys™ brings together behind the scenes delivering a Unified Agent Desktop in a unique way.

Ultimately, Synthesys™ is there to deliver simplicity and consistency at the agent front end, regardless of the complexities that the existing IT infrastructure, telephony and the business rules may dictate. Synthesys™ supports the agile enterprise as inevitable rapid and frequent changes impact the way in which the business needs to interact with its customers.

Synthesys™ provides a wide range of contact centre features and modules making it one of the most comprehensive software platforms for customer contact on the market:

– A comprehensive customer contact solution “in a box”.

– Arguably, the most advanced and feature-rich call scripting/agent guidance technology on the market.

– A tactical native CRM system provided as standard.

– Patent protected (software or hardware based) Predictive Dialling technology.

– Our very own telephony platform complete with PBX, ACD, IVR and Voice Recording as well as CTI connectors to well over 40 different market leading telephony platforms.

– Advanced and intuitive outbound campaign management solution including visual list segmentation and maintenance, visual call recycling strategy engine, multimedia support for email, SMS, etc.

– Web self-service utilising the .NET browser based mode of delivery for scripts.

– Customisable Web Chat.

– Call blending and blending of voice and multimedia (including web chat).

– etailed Live and Historical reporting linking telephony information with call content.

We employ a hand-picked team of 25-30 talented, passionate and dedicated people most of whom have been with the company for many years and have an encyclopaedic knowledge of our technology and the customer contact industry.

We would love to welcome you into the rapidly growing family of Noetica customers. Synthesys™ helps contact centres of all sizes (from 5 to 1000+ seats) across several continents achieve continuous improvements in the quality and efficiency of their business activities.

Why not get in touch and see what we could do for you?

Suites 45-47, The Hop Exchange, 24 Southwark Street, London. SE1 1TY
+44 (0)845 018 1070
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Oscar Acoustics

Oscar Acoustics offer acoustic solutions for both types of noise problems commonly experienced in contact centres: Noise Reverberation (echo) in rooms/spaces & Noise Transfer through ceilings, floors and walls.Acoustic finishes for noise reverberation control:- SonaSpray Spray-on acoustic decorative coatings- Oscar Elite Smooth synthetic acoustic plaster

Other reverberation control products

– Oscar Evo-Panel Solves the issue of sports hall acoustics

– SoundBlox Acoustic building sound blocks

– Acoustic Panels Attractive versatile acoustic panels

Noise reduction through ceilings and walls

– Oscar Iso-Mount SpaceSaving soundproof isolation mount

– Oscar Seal Acoustic intumescent acrylic sealant

– SonaCel Floating sound proofing barrier systems

– Celbar Acoustic & thermal cavity cellulose insulation

Thermal acoustic insulation
SonaTherm Thermal acoustic insulation control

Oscar Acoustics product range includes economical, guaranteed acoustic solutions based upon natural components and fire rated re-cycled materials.

The Oscar Acoustics service includes free acoustic appraisals. We can guarantee that our products will expand any of the criteria contained within the latest building regulations Part E.

Crowhurst Barn, Crowhurst Lane, West Kingsdown. Kent. TNI5 6JE
+44 (0)1474 854902
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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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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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South West Contact Centre Forum

The South West Contact Centre Forum (SWCCF) is an Employers’ Forum offering strategic advice, innovation and partnership for the 250+ contact centres located across the South West.

Through the South West Contact Centre Forum you can participate in a dynamic business community where you can share ideas, identify new opportunities and generate leads for your business.

Membership is a perfect way to strengthen your connection to the contact centre industry and other related organisations across the South West of England.

It builds a dynamic network and provides important support for agents, team leaders and managers. It will also ensure you are kept up-to-date with developments as they happen. Through membership of the Forum you will gain a greater understanding of the many ways in which you can improve your operations and establish new contacts within the industry.

As members we will provide you with an extensive programme of conferences, seminars and special interest groups to keep your company in touch with the issues most relevant to your business.

You will gain free access to advice and information relating to the sector. And, through our activities and services, we can help you:

– grow your business and manage your operations successfully

– get more credibility, recognition and reward for the work you do

– build your contacts and develop your network

– enhance your skills and development

– keep up-to-date with industry news and information

– maximise your budgets with discounts on training, workshops and related services.

5 Stangate House, Stanwell Road, Penarth, Vale of Glamorgan, CF64 2AA
02920 709 800
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Storacall Voice Systems Ltd

Storacall Voice Systems offer an innovative range of call recording and monitoring solutions to maximise performance, compliance, quality assurance and liability protection in large and small organisations alike.Storacall’s highly reliable cutting edge solutions include call and agent evaluation with coaching for small to enterprise level businesses who demand quality and reliability at the best possible price.

Storacall offer solutions for 1 to 100’s of channels covering multiple mixed and complex communications environments utilising TDM and VoIP. Storacall recorders have been developed in-house by Storacall’s development team and are field proven, reliable, flexible, scalable and cost effective.

All from a company which has a proven track record of over forty five years in the field.

Unit C1, The Dolphin Estate, Windmill Road, Sunbury on Thames, Middlesex. TW16 7HE.
01932 710 890
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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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Ventrica

In today’s fast paced and challenging business environment, maintaining good customer relations is critical to the success of any company. Customers nowadays expect more, are less understanding and ultimately will take their business elsewhere and quickly if you do not meet service expectations.

Who is Ventrica?

Ventrica is an outsourced contact centre company owned and managed by professionals who possess numerous years of experience in delivering intelligent customer contact solutions. We can help you deliver more sales, retain your customers longer, develop the customer relationship, and increase the customer lifetime value.

What do we provide?

We’re passionate about our business and that passion is channelled into providing sales and customer service excellence on behalf of our clients and their customers. We specialise in providing service delivery across multiple channels, in multiple languages, so your customers can contact you in the method of their choice and at their own convenience, whatever time

Tylers House, Tylers Avenue, Southend-on-Sea, Essex. SS1 2BB
+44 (0) 1702 445860
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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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Welsh Contact Centre Forum

The Welsh Contact Centre Forum offers innovation and support for the contact centres located throughout Wales. Through the Welsh Contact Centre Forum you can participate in a dynamic business community where youcan share ideas, identify new opportunities and generate leads for your business. Join now!

The Welsh contact centre market is very vibrant – there’s currently over 200 contact centres in Wales with more than 30,000 employees, and growth predictions varying between 20 – 30% cumulatively over the next three years. This growth is predicted to come from both Inward Investment and industry growth closer to home.

In addition to providing the strategic direction for contact centres in Wales, we also offer our members the following services:

– Four key forum seminars a year
– Help desk facilities
– Free research and market intelligence
– Networking opportunities
– Members website
– Members discounts on our flagship event: Annual Welsh Contact Centre Awards

 

 

13 Bradenham Place, Penarth. CF64 2AG
02920 709800
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