contact-centre

When you’re ready to manage your contact centre infrastructure and improve customer satisfaction without incurring the up-front expenses inherent in establishing traditional contact or call centres, choose Borwood Contact Centre as a Service. A comprehensive, cloud-based solution, Contact Centre that gives you the flexibility to respond to changes and the correspondence volume of a future-proof solution.

Benefits

  • Multi-Channel:  Your customers contact you using their preferred channel; be it via phone call, web chat, email and/or social media
  • Reduce Costs:  Minimize upfront capital costs and reduce ongoing operational costs
  • Deploy Immediately:  Set up a fully operational global contact centre in a matter of days
  • Unparalleled Scalability:  Easily scale infrastructure to mirror your call volume
  • Fast Integration:  Open, service-oriented architecture makes it easy to integrate your existing applications
  • Secure and Reliable: Highly secure and always available
  • Monitoring and Reporting:  Get updated analytics on contact centre processes, campaign results, agent performance and more
  • A Low-Risk, Future-Proof Contact Centre:   Experience the advanced capabilities of a cloud-based solution – without high initial costs or upgrades
  • Multi-Location Agent Support:  Track/manage agent activity whether they’re on site, in their home office, or working at an off-shore location
  • Customizable dashboards:   Provide standard, advanced and customizable metrics

Business features

  • Business Intelligence and ad-hoc reporting tools
  • Call Visualizer shows a graphical view of a single call
  • Call info is delivered via a standard web browser-no complex software installations necessary
  • Open technology design meets or exceeds industry standards
  • Easy customer integrations via available REST APIs
  • Systems and applications: Roles-based permissibility and data encryption
  • Screen and voice recording, including 256-bit ES encrypted call recordings
  • PCI, HIPAA, SOX 404 and SAS-70 Type 2 Compliant
  • Support for voice, email, chat and social media engagement channels
  • Skills-based routing and queuing
  • Browser-based agents and administrators
  • Agents may be SIP or TDM
  • Geo-redundant
  • True virtualization for barrier-free call routing
  • Respond in real time to changing business conditions
  • Powerful attribute-based routing
  • Eliminate the rigidity of queues and skill groups with the ability to route calls to the best-performing agents
  • Enjoy streamlined workforce management across captive sites, branch offices, remote workers, and home agents
  • Intuitive call flow interface
  • Create complex call flow in hours, not months
  • Easy to use interface, with no learning curve and minimal training required