Consistent 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 Multi-channel engagement has revolutionised the contact centre environment to meet changing customer communication demands- seamlessly bringing SMS, E-mail, video conferencing and Social Media (including Facebook & Twitter) 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.

Amillan’s Contact Centre Services and Solutions include:

  • Voice and multi-channel contact centre
  • E-mail, SMS and social media (Facebook and Twitter) queuing
  • Web Chat Integration and queuing
  • Agent monitoring and evaluation
  • PCI compliant call and screen recording
  • CRM integration
  • Reporting and custom reporting integrations
  • Wallboards
  • Post-call customer surveying
  • IVR scripting
  • High availability and resilience
  • PBX and back office integrations
  • Real time speech analytics
  • Workforce management
  • Handset and headset end user devices
  • Bespoke administrator, supervisor and end user training

Your business will benefit from:

  • Improved agent engagement 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

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.

Contact Centre case studies

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