IVR

IVR

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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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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4net Technologies Ltd

4net Technologies is at the forefront of technology developments within the telecommunications market, specialising in contact centre technologies, unified communications, video conferencing and managed and cloud services. We operate in all market sectors across the globe and offer a complete communications package from design and implementation, through to after sales customer support and maintenance.

4net are an Avaya Platinum Partner and an Avaya Partner in Customer Excellence. We are also highly accredited with other partner organisations including Microsoft Skype for Business (formerly known as Lync 2013) and Enghouse Interactive.

Over the past 18 months we have won a number of awards in recognition of our dedication to service and project delivery and were chosen to represent the UK in the European Business Awards.

We work with our customers to design and deliver Contact Centres, unified communications, video conferencing and cloud and managed services that address the challenges faced by businesses today.

Contact Centres continue to face challenges of how to increase efficiency and improve customer service whilst keeping costs down and revenue high.

Then combine this with a revolution in the market place that is being driven by three critical shifts:

• New generations of consumers are gaining purchasing power and changing the way customers gather information, make decisions, and communicate.
• Consumers are rapidly adopting new access methods (web self service), different media types (IM, web chat), and new devices (smart phones).
• Customer are less tolerant of poor service, more inclined to leave after a single bad experience, and likely to broadcast their dissatisfaction using social media.

This means that organisations need an end-to-end customer experience approach that helps them leverage existing resources alongside the latest best practices and technologies.

Our knowledge and expertise in the Contact Centre space has allowed us to deliver technology that helps organisations increase efficiency and improve customer service whilst keeping costs down and revenue high.

We will work with your business to investigate the most appropriate technology and applications for your organisation to adopt to help your contact centre improve performance, drive customer interaction, enhance the customer experience and increase agent productivity – delivering competitive advantage but most of all seamlessly and cost effectively integrating them with your existing infrastructure.

4net strives to provide customer services that stand far above our competitors and we do this by putting our customers at the heart of what we do. We measure our success by our customer satisfaction and retention and over the past 10 years we have achieved a 99.96 customer retention rate and a Net Promoter Score of 89%. Avaya voted our customer care programme as the finest in the industry, winning us the Avaya Service Excellence Award in 2012.

3 Scholar Green Road, Cobra Court, Manchester. M32 0TR.
+44 (0) 333 323 0700
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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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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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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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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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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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Sagaciti

Sagaciti is a small, intimate, client-focused consultancy built on the personal integrity and experience of its Directors and Co-Founders, and on evidence-based knowledge of what works, and how to achieve it. With 70+ years unique commercial and public sector experience, we have successfully managed, improved and designed end-to-end contact centre operations at all levels.

Sagaciti helps you ‘see the wood from the trees’, looking at your opportunities and challenges End-to-End across your business, simplifying the complexities for you, ensuring your operation is the best it can be. This means you remain focused on the important things – delivering excellent services, growing your business, and achieving your desired outcomes.

If you are involved in Contact Centre Operations, we’re confident we can help you be even better.Why not contact us and see how we might help?

What Sagaciti does:

– We use good judgement and sound evidence to help your business develop, applying practical, sustainable solutions that work in your world.

– We bring transferable learning from elsewhere to directly benefit you.

– We build personal, productive relationships through our friendly, engaging, open and honest approach.

– We provide a bespoke service – it’s us who turn-up and work with you.

– We help you make the right choices to integrate new technology, systems and approaches to your business.

– We operate independently of suppliers so you can be confident our sole focus is your best interest – plain and simple.

– We’re determined to provide excellent value, and are proud to be different from other consultancies, making game-changing consultancy support available to all sizes of business.

– We know technology is a critical enabler; more importantly, we understand why it’s your people who make the real difference.
Sagaciti’s Services:

Our bespoke services are designed to your requirements. The following provide some examples:

– Sagaciti Toolkit™ – A powerful diagnostic tool founded on our Sagaciti Assessment Framework™, developed from industry good practice and our knowledge, skills and experience.

– It collects sound empirical evidence and identifies what works and what doesn’t. It’s flexible and can be deployed from a Team to a Multi-Contact Centre Organisation, as a light-touch or deep-dive review.

– Used successfully in the commercial and public sectors it enables us to:

– Provide a fully evidenced assessment of the current state of your operations (an AS-IS Review);

– Provide fully evidenced findings and recommendations that work for you, enabling change-decisions that improve efficiency, effectiveness and profit;

– Provide a holistic, integrated design of the future of your operations built on the evidence(the TO-BE design);

– Develop fully evidenced Business Cases and recommendations;

– Deliver or assist with Implementation of the changes required to achieve the TO-BE;

– Provide facilitation to deliver new ways of working and process mapping.

– Note: The Sagaciti Toolkit™ is also available on licence.A Free Self-Assessment tool based on our Toolkit is available via ; http://sagaciti.co.uk/index.php/contact/subscribe-to-sagaciti-updates/

– Sagaciti Evaluations – We can provide academic evaluations, or our Sagaciti Hybrid Evaluation combining academic rigour with pragmatic and practical solutions that you can use in your world.

– Sagaciti Project and Programme Management – using Good Judgement Practically Applied™ we offer a bespoke service, based on the evidence, to provide sound recommendations, practical solutions and deliver outcomes.

– Leadership, Facilitation & Lecture Services – We utilise our considerable knowledge and skills to offer:
– Bespoke leadership programmes;
– Leadership support, mentoring and confidence building;
– Help to improve staff capability, confidence, effectiveness & outcome delivery;
– Independent facilitation, presentation and lecture services;

– We specialise in Leadership, Management, Desistance, Evidence-based policy making, and Strategic & Tactical command.

– Specialist Services – Our unique backgrounds mean we are able to offer niche services in regards to Strategic and Tactical Command (critical incidents, ‘Gold/Silver/Bronze’, firearms and public order through to command of the Olympic Torch), along with major & serious crime investigations (including homicide, homicide review, serious case reviews and crimes in action at PIP L3 and L4 experience).

We are always happy to talk about the challenges and issues you are facing and it costs nothing!

Please don’t hesitate to contact us and see how we might be able to help.

Unit 4b, Winford Business Park, Winford, Bristol, BS40 8HJ
+44 (0) 791 334 1719 or +44 (0) 7799 866 366
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