Business platforms
Integrated Call Centre
Voice, SMS and digital channels joined to your CRM, so every agent knows who is calling and why. Every interaction is logged against the customer automatically.
What it covers
Inside Integrated Call Centre
Voice, SMS and digital channels joined to your CRM, so every agent knows who is calling and why.
Telephony
- SIP trunks and extensions
- IVR menus
- Skill-based routing and queues
- Call recording
CRM integration
- Caller identification and screen pop
- Click-to-call and auto-dial
- Automatic call logging
- Ticket creation from calls
Other channels
- SMS and short codes
- USSD menus
- Email and messaging
Outbound campaigns
- Collections calls
- Reminders and renewals
- Customer surveys
Supervision
- Live queue wallboards
- Call quality review
- Agent performance reports
What changes
What changes for your organisation
Every call on the record
Calls, outcomes and recordings sit on the customer record, not in a separate system.
Resolved on first contact
Agents see the full history, so customers don’t repeat themselves.
Measurable service
Waiting times, abandoned calls and resolution rates are tracked live.
Follow-ups that happen
Collections and reminder campaigns run from the same queue as inbound service.
How we deliver it
Delivering Integrated Call Centre, stage by stage
Five stages, with your team involved at every one.
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Understand the operation
We map how work, money, information and decisions move through your organisation today.
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Design the connected model
We agree the target processes, the systems involved and how they exchange data.
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Implement and integrate
We configure, build, migrate data and connect each platform to the rest of your environment.
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Adopt
User acceptance testing, role-based training and a supported go-live.
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Support and improve
Ongoing support, upgrades and reporting improvements as the business grows.
Ready to connect Integrated Call Centre?
Tell us how your organisation works today. We’ll show you where the connections are missing and what joining them up would change.