effortless customer &
agent experiences
Help customers from anywhere at any time on any channel.
Smarter Service
Transform customer and employees experiences through intelligent routing, conversational AI, agent assistance, and insights & analytics.
Company Collaboration
Simplify business communications with a single unified tool for all interactions.
Empowered Agents
Provide agents with AI tools to enhance engagement and solve customer problems. Simplify forecasting, and scheduling, and monitor agent performance.
Performance Insights
Measure contact center performance with enhanced analytics to drive contact centre improvements.
Intelligent Inbound Call Routing
When a customer phones into your organisation, our Intelligent Call Routing can automatically try to prioritise the routing to the agent they spoke to on their previous call.
When the agent receives the call, they will see all the notes and info regarding that customer as the smart Softphone will be linked to your existing database or CRM.
Seamless inbound contact centre
Connect on any channel
Deliver a better customer experience with smart routing
If a customer switches channels during an encounter, such as from a live agent to a bot or a voice call from a digital interaction, maintain a single customer identification regardless of how they connect with you.
Connect customers to the best available resource
Create queues based on the language, agent expertise, or even particular channels. Automate and enable intelligent self-service. With automatic callback, call abandonment is decreased.
Enable a better agent experience with a unified tool for all interactions
To make customer involvement simpler, give agents access to a single point of contact for all conversations that are accessible from anywhere and on any device.
Empowered Agents
Keep agents happy, engaged, and productive
Optimize everyone’s schedule
Your contact center team’s schedule should be planned and managed by traffic patterns, vacations, and training.
Stay on top of service quality
Screen and voice recording, speech and text analytics, feedback forms, and fair agent scoring let you keep an eye on performance.
See what’s working in real time
You can analyse sentiment, find brand advocates and detractors, view trending themes, spot patterns, and more with analytics for every encounter to enhance the customer experience.
Company Collaboration
Keep important conversations in one place
Connect with product experts across the organization
Reach out to SMEs throughout the entire organisation to resolve problems more quickly using a common directory, bidirectional presence synchronisation, and phone transfer/conferencing.
Engage hybrid and remote agents
With Intouch Communications video meetings, you can individually or in groups coach and teach both local and distant personnel.
Keep key stakeholders informed
Configure automated alerts and notifications to be sent to specific Intouch Communications messaging channels.
The Business Value of Intouch's Contact Center
48%
Increase in customer satisfaction
53%
Increase in employee satisfaction
25%
Increase in average revenue per agent
30%
Decrease in cost to serve
46%
Increase in revenue growth rate
43%
Increase in first contact resolution
Tailor every experience
Integrate popular CRMs to personalize service for customers. Automatically surface purchase history, past interactions, ticket status, and more. Get the full picture and connect to any proprietary CRM or other back-end systems.
Inbound Contact Centre fAQS
Customers’ incoming calls are answered by an inbound call center. Since calls to inbound centers frequently come from existing customers with problems or inquiries, support employees usually keep an eye on them.
- Technical support
- Inbound sales
- Support service
- Compliants
- Billing
Interactive voice response (IVR) is typically used to process and sort incoming calls before either handling them directly or routing them to the proper agent or division. Call center tools may be used by agents to enhance and streamline their answering services. Once the call has been connected, everything must be done to handle it as smoothly as possible.
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