Contact Centres from Unify Communications


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Discover our leading solutions for contact centre technology from Unify Communications.

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Contact Centres from Unify Communications

  1. 1. Connect. Communicate. Collaborate. Contact Centre
  2. 2. Contact Centre. In a highly competitive market, your contact centre needs an edge that makes you stand out from the crowd. Increasing efficiency, improving performance and reducing costs are vital goals. And with increasingly connected consumers, you need to make sure that everything is joined up. Where do you find the right tools to achieve these aims? Our approach Communication has changed. Your customers are increasingly technology aware and expect to be able to communicate with you whenever they want, wherever they are, using their choice of channel and device. Unify has the solution. We enable you to boost the performance of your contact centre operation and put customers at the heart of your business. On-premise or hosted, we make sure the tools and information you need to improve response times, control costs and proactively manage performance are at your fingertips. Multi-channel contact centre solutions – we believe every customer should receive the same level of service whether they contact you by phone, email, chat, social media or SMS. Our ability to handle all communications channels enables you to route, manage and measure all types of contact using one workflow engine to create a better experience for your customers and a refreshing user interface for your team. Workforce optimisation (WFO) – our highly sophisticated suite of tools enables you to predict incoming call volumes and manage shift patterns. We also incorporate performance and quality management alongside compliance and analytics. We’ll help you keep your finger on the pulse and manage your contact centre with ease. Inbound services and call routing – first impressions count. We help you resolve more issues on first contact by matching agent skills and experience to queues, delivering each call to the most appropriately skilled agent. You can select your VIP customers and with callback options, you’ll never miss an opportunity again. Call recording, speech analytics and quality management – our recording solutions help you address compliance as well as sales verification and team coaching, while speech analytics provide you with useful insights into your customer experience. We also offer a comprehensive range of other services, including: Computer, telephony and application integration – linking your existing line of business applications to your contact centre solution enables you to match callers and operators with laser-like precision, whilst significantly reducing call handling times. IVR Self-Service and Natural Language – intelligent automated solutions for dealing with routine and repetitive calls, allowing your team to focus on value building contacts. Proactive contact – improving customer relationships with informed outbound calling, whilst significantly increasing outbound call volumes. 2 Contact Centre
  3. 3. Try the Unify experience Unify is proud to offer higher resilient and feature rich solutions from the industry’s most innovative technology providers. Delivering on-premise, hosted or utility based solutions which can be fully integrated to your existing PBX or indeed fully integrated to next generation Unified Communications solutions such as Microsoft Lync. Unify has partnered with the industry leading vendors. Customers reach out from many places, you can respond from one. Voice, email, chat, SMS, Facebook and Twitter - we support them all along with an integrated customer interaction database. With LiveOps hosted solution you can rapidly deploy an always-on, highly secure, true multi-tenant and instantly scalable contact centre solution. Respond to customers faster and easier, no matter how they contact you. Zeacom’s on-premise solution allows you to make customers happier with less waiting, less frustration and less dissatisfaction, whether you have a simple phone support helpdesk or a sophisticated multichannel call centre. And your agents will have what they need to be more helpful, more efficient and more motivated. Unify is different We’re industry experts with years of experience and a passion for delivering world-class service. We’ve come together to create a revolutionary company that combines state-of-the-art technology with intelligent and intuitive design, and unrivalled customer service. Our highly skilled team has in-depth expertise across the entire communications spectrum, from innovative unified communications solutions to complex contact centre environments and next generation connectivity. Technology is only part of the solution. We’ll work with you to get an in-depth understanding of your business. When we know what success looks like to you, we’ll provide the solution that delivers it. To find out more about our contact centre solutions, call us on 03330 110 400. Together, we can provide a beginning-to-end customer experience you’ll be proud to deliver. 3
  4. 4. Head Office Unify Communications Ltd. Bristol & Bath Science Park Dirac Crescent Emersons Green Bristol, BS16 7FR T 03330 110 400 E