Contact Centre & IVR

Control your costs

Is your contact centre under pressure to cope with peaks in demand, ageing technology and a dispersed workforce? Are these pressures causing financial concerns?

You can alleviate these pressures by using our cloud-based contact centre solutions:

• You pay for what you use, without up-front investment for hardware or licenses and with no annual maintenance charges.
• Your calls are queued in our network and seamlessly routed  to whichever of your agents is most suitable, wherever they are located, saving you network resources.
• You can make changes, add and move in real-time through a simple management interface, without employing specialised resources.

Provide a superior customer experience

Do you have long hold times, misrouted calls and agents without access to customer records?

Customer satisfaction is critical to your success; our solutions help you deliver intelligent, personalised services by:

• Using self-service applications to deal with simple customer enquiries automatically, leaving your agents free to resolve complex or high value interactions
• Integrating your CRM with the incoming call and define routing strategies that let your agents have a fully informed discussion with the customer
• Serving customers through the communications channels they prefer. 

Optimise your resources

Do you have the difficult task of increasing the productivity of your contact centre?

We can help you optimise and virtualise your contact centre operation, helping you to increase customer satisfaction and resolve more calls first time by:

• Queuing calls and allocating them to the best location or agent according to their capacity or skill-set
• Giving every agent the same tools and applications whether based at head office, branches or working from home
• Delivering improved flexibility and business continuity

So how do you get the most out of your contact centre? You can optimise your costs, resources and provide a superior experience to your customers by using Colt’s cloud-based contact centre solutions, built on our own pan-European carrier-grade network.