Contact Centre from Outsourcery claims to combine all the existing functionality of Skype for Business but with the tools required by a contact centre to answer more calls in less time, helping to increase productivity. In addition to speed, Contact Centre from Outsourcery also offer customers their choice of communication method and helps to achieve first contact resolution through intelligent routing. Real-time interactive call monitoring and call-back features help to reduce abandonment rates, queues and call times helping to boost overall customer satisfaction.
Jon Seddon, Head of Product at Outsourcery said; “Many contact centres can see the benefits of deploying Skype for Business but need to ensure that this can be combined with their need to ensure effective first call resolution, minimise call abandonment rates and maximise customer satisfaction.
“We have listened closely to our customers and believe that Contact Centre from Outsourcery now let’s our clients’ teams work from anywhere and achieve more by blending voice, email, web and fax interaction; all combined with integrated presence, Outdial, instant messaging and interactive voice response. This will deliver a full unified communication experience for both agent and customer.”
Seddon added; “We have partnered with Enghouse Interactive who are a leading expert in customer communications. They provide one of the most comprehensive sets of contact centre interaction management tools in the industry and were an ideal fit with Outsourcery’s own unified communications and cloud expertise. I am convinced that Contact Centre from Outsourcery now offers the leading contact centre solution for those organisations looking to deploy Skype for Business.”