What is a Contact Centre?
A contact centre is a central hub that manages all customer interactions, from calls and emails to live chat and social media. For SMEs, it ensures professional, efficient, and consistent customer service, helping your business stay responsive and competitive.
Key Benefits of Our Contact Centre Solutions
Smarter Service
Enhance customer and employee experiences with intelligent routing, AI assistance, and actionable insights.
Empowered Agents
Give agents tools to resolve issues efficiently, manage schedules, and improve engagement with customers.
Performance Insights
Monitor and analyse contact centre metrics to improve operations, forecasting, and overall service quality.
Business Value
Serve customers anytime, anywhere, across multiple channels with unified tools, improving satisfaction and loyalty.
Connect on Any Channel
Deliver seamless customer service across multiple channels with intelligent routing.
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Maintain a single customer view – Keep customer identification consistent, even if they switch from chat to voice or digital interactions.
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Route to the best resource – Queues can be based on language, agent expertise, or channel type. Automate self-service and reduce call abandonment.
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Unified agent experience – Agents access all interactions in one platform, available from any device or location.
Keep Agents Happy, Engaged, and Productive
Optimise schedules, monitor performance, and empower agents to deliver outstanding service.
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Optimised scheduling – Plan shifts around traffic patterns, training, and vacations.
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Monitor service quality – Use call recording, analytics, and feedback to track performance.
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Real-time insights – Analyse sentiment, trends, and patterns to continuously improve the customer experience.
Keep Important Conversations in One Place
Ensure knowledge is shared, key stakeholders are informed, and hybrid teams stay connected.
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Connect with experts – Access SMEs across the organisation quickly via a common directory and integrated conferencing.
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Support remote and hybrid agents – Coach and train teams individually or in groups through video meetings.
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Automated alerts – Keep key stakeholders informed with notifications sent to Intouch Communications channels.
The Business Value of our Contact Centre
48%
Increase in customer satisfaction
53%
Increase in employee satisfaction
25%
Increase in average revenue per agent
46%
Increase in revenue growth rate
43%
Increase in first contact resolution
30%
Decrease in cost to serve
Why Choose Our Contact Centre Solutions in Basingstoke
Tailor Every Experience
Integrate CRMs to personalise service, showing purchase history, past interactions, ticket status, and more. Connect to any back-end system.
Optimised Agent Productivity
Empower your team with intelligent routing, unified tools, and real-time analytics to boost efficiency and service quality.
Seamless Multi-Channel Support
Deliver consistent customer experiences across calls, email, chat, and video — all managed from a single platform.