Performance Management

Performance Management

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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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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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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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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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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Teleopti Ltd – UK & Ireland

Teleopti, is a global provider of workforce management (WFM) software, offering a WFM solution that is sophis­ticated, localised and easy to use. As the largest “best-of-breed” vendor, Teleopti focuses on helping contact centres, back offices and retail stores improve customer service, employee satisfaction and profitability – through optimized, automated forecasting and scheduling with advance features to empower and engage employees.

Teleopti provides everything necessary to effectively manage staff, forecast demand, create schedules automatically, develop accurate and insightful reports, increase employee engagement and improve overall customer experience.

Teleopti WFM solution includes:

Staff forecasting
Scheduling and optimisation
Agent empowerment
Agent Competence Development
Intraday management
Reporting and performance
The latest in gamification

Cloud or on-premise

Available either on-premise or as a cloud based solution Teleopti has sophisticated mechanisms for managing many contact channels, media and skills, virtual contact centres and agents.  WFM also serves as the hub for an organisation’s larger workforce optimisation strategy and Teleopti has the flexibility to manage that strategy.

Working with customers for continuous improvement

Perhaps the most important success factor for Teleopti is its relationship with its customers.  The ability to work with so many industry leaders (within their respective fields) has been critical to the company’s continued development of innovative and problem-solving WFM solutions.

The latest release of Teleopti WFM is no exception.  With the help of many of its customers, over 50 enhancements were made to the product, all born from customer feedback and insight.  In the latest customer satisfaction survey 9 out of 10 customers stated they would recommend Teleopti to others.

Founded in 1992, Swedish-established Teleopti has customers in over 85 countries, offices in Sweden, United States of America, Canada, United Kingdom, Russia, United Arab Emirates, China, Germany, Brazil, South Africa, Malaysia, Finland and Norway – and a comprehensive global net

Chiltern House, Business Centre, 45 Station Road, Henley on Thames, Oxon. RG9 1AT
+44 (0) 1491 845315
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VIRTUATel

VIRTUATel Limited

Virtuatel can show you how the use of automated, real-time multichannel surveys will increase customer satisfaction, retention and staff accountability in just a few months.

Virtuatel can show you how the use of automated, real-time multichannel surveys will increase customer satisfaction, retention and staff accountability in just a few months. Conducting many millions of surveys for clients with contact centres and field staff in Europe and the USA, we are capturing the Voice Of The Customer (our trademark) across our cloud or on-premise based telephone, online, SMS and social media channels – automatically.

Our powerful reporting portal compiles results across all channels in a single place and gives all levels of your organisation access to clear, undertandable performance analytics showing them how and where to drive improvements. Backed by our Insight team, our survey results are joined to your other key drivers in order to get a complete 360 degree view of your performance, including;

Insight and KPI alignment/Customer Insight Services
Survey channel usage methodology
Customer journey management
Employee Satisfaction analysis
Cross-channel scores comparisons (Customer score patterns across each contact channel)
Customer Effort review Net Promoter
Route cause analysis
Speech & text analytics
Net Promoter

59 St Martins’ Lane, London. WC2N 4JS
+44 (0)2071 487 488
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