Connected customer communication channels that resonate with all

Mobile technologies are rapidly changing customer behaviour and preference. Convenient, on-demand access to information – your customers don’t just want it, they expect it.

Fully integrated omni-channel engagement has revolutionised the contact centre environment to meet changing customer communication demands- seamlessly bringing voice, SMS, E-mail, video conferencing and Social Media (including Facebook & X) into the contact centre.

With your agents now juggling multiple media channels, managing and monitoring the effectiveness of your customer engagements is essential in order to maintain service and satisfaction levels at every touchpoint. Amillan delivers contact centre solutions that are completely integrated and have consistent management and reporting across every type of media and irrespective of who initiates the conversations. The result is reliable and complete reporting and analysis of the performance of every resource in your customer service function, end to end, cradle to grave.

Our all-in-one contact centre platform combines seamless omni-channel capabilities, a purpose-built contact centre CRM, workforce optimisation and analytics to provide customers with AI-driven solutions tailored to each client.

Amillan’s Contact Centre Services & Solutions Include:

✅ Voice with intelligent routing, recording and storage
✅ Digital channels: e-mail, SMS, WhatsApp, webchat, online reviews, & social media
✅ Chatbots, Virtual Agents and Conversational AI
✅ Integrated outbound campaigns
✅ PCI compliant secure payment solutions
✅ BI reporting & Quality Analytics
✅ Dynamic help centre, knowledge base and e-learning modules
✅ Workforce optimisation, including scheduling, agent monitoring and evaluation
✅ CRM with API connectors, scripting and ticketing
✅ Open integration
✅ Handset and headset end user devices
✅ Bespoke administrator, supervisor and end user training

Your business will benefit from:

✅ Improved agent performance to increase customer satisfaction levels
✅ First call resolution
✅ Resilience, quality control, management and reporting
✅ Reduce abandonment rates, queues and call times
✅ Enabling your customers to engage with you over their preferred media
✅ Enhance your customer experience and create loyal customers
✅ ROI

We enable you to design and manage your contact centre environment to deliver the highest levels of customer engagement while maximising the efficiency of the resources you have available.