OMNICHANNEL

CX platform

Customer Experience (CX) rules and we know that getting it right the first time is the only option.

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Everything you need to grow.

We believe that customer experience should start with the people, not the tech. Using the design principles of test and learn, our omnichannel platform has grown to be one of the most flexible solutions on the market. By providing businesses with everything they need to adapt, they can be prepared for change and create opportunities for growth.

CX Platform

With all the tools, channels, and functionality you need, our CX Platform platform makes customer experiences effortless and effective.

Boost customer satisfaction

When the contact centre experience is fast and effortless, brand satisfaction and loyalty grow with every interaction.

Engage agents

Smart contact centre tools provide agents with the essential resources and support they need to develop and thrive.

Keep costs low

Replacing inefficient IT infrastructure with a modern CX solution is a great cost-saving exercise especially when automation is used to replace manual, repetitive tasks.

Digital Engagement.

Did you know 90% of customer journeys begin online?

Did you know 90% of customer journeys begin online? This means your business needs to deliver the right online services and buying experiences across all channels to ensure customers stay engaged.

Our Digital Engagement helps you understand your customer journey, increase agent productivity, and provide you with personalised support, so you can boost customer experience and loyalty at every step.

cost reduction per service request.

of cases resolved at first contact.

fewer incoming emails.

better conversion rates.

decrease in cart abandons.

increase in order value.

Productivity

Agents and managers reclaim time to focus their attention on the customer thanks to the automated manual, repetitive tasks, and supportive tools.

Experience

The platform creates a seamless end-to-end user experience across all channels by resolving problems and queries quicker, freeing agents up to provide the personal touch that customers remember.

Insights

All contact centre metrics are visualised in a single dashboard, providing managers with easily accessible insights to optimise overall performance.

Features

CX Platform key features.

Voice

Handle inbound calls with through a webRTC softphone, including features such as Intelligent IVR, Call Recording, Agent Assist and Microsoft Teams Integration.

Respond to emails fast with automatic routing, queuing and prioritisation.

Webchat

Offer customers live, convenient support as they browse a website.

Social

Impress influencers and build loyal followers on Facebook, Twitter and Trustpilot.

SMS

Deliver personalised service, surveys, and campaigns straight to a customer’s mobile phones.

Video

Video chat with customers and share screens for a more empathetic customer experience.

Smart AI Chatbot

Smart Chatbot is a contextual conversational AI chatbot with the same tools as a live agent, which means it can assist in both sales and customer service 24/7, and at scale.

WFM

Reach maximum performance with intelligent forecasting, scheduling and intraday management

Quality Assurance

Evaluate customer interactions, extract actionable insights and deliver personalised coaching all within your contact centre solution.

Sales Intelligence Smart Dialler

More efficient and engaging outreach, to boost your sales process.

Live Share

Live Share is video and screen sharing for your contact centre. It enables your contact centre agents to video chat, share screens and co-browse with customers to provide more convenient, personalised, efficient and accessible digital customer service.

Gamification

Give your team performance gas with instant notifications and achievements to boost motivation & create healthy competition!

Anything is possible.

For customer experience to provide a truly personalised experience, it needs the freedom to adapt. Our omnichannel platform has the functionality features to ensure businesses can scale up their operations and create opportunities for growth.

Custom Integrations

Streamline and enhance your business and agent productivity with custom integrations. Provide agents with the information they need as soon as they need it to ensure every customer interaction is efficient and effective.

Additional Features

All of our additional features integrate effortlessly with our contact centre solutions. Your customers won’t need to download or install any additional apps or software to get in touch with your contact centre agents.

Developments

We’re always looking to the future to bring you the latest technologies. Enhancing the service you’re able to offer your customers is at the centre of everything we do, and we’re dedicated to bringing you the solutions that help your business grow.

Knowledge is our greatest strength.

Our Performance Management features provide managers with the tools they need to aggregate, monitor and scrutinise their staff performance. By gathering data from across the contact centre’s systems, the dashboards provide a single, standardised framework that reports against the key metrics businesses need to operate at their best.

The highly visual interface allows for the customisation of key performance indicators, such as queue times and channel preference, or comparing team and individual performances against historic data.

Simple and insightful for power and ease.

Our partners and suppliers

CUSTOMER LOVE

What our customers say.

“It was a simple decision to work with Contact. The knowledge of what’s available in the market is a given, but the difference is in the level of service you get – always on hand to ensure the business runs smoothly. Service, above everything else, is the most important aspect when choosing a telecomms partner, and that’s where the people at Contact excel.”
- Andy Mellor, Fish Insurance.

“Puzzel’s low-cost and highly flexible and therefore will be the foundation for a lot of new operational enhancements we’re planning in the future. I can’t thank Matt and the team enough for always having our back and providing a platform that will really help us grow and adapt to the communication behaviour of the younger generations as they enter the housing market.”
- Zac Evatt, Operations Director, Meridian Mortgages.

“Contact supports our existing on-premise solution. Given the team’s considerable industry experience, technical excellence in deploying omnichannel Contact Centre solutions, and amazing customer support, the choice of supplier was easy for us. Clint Milnes, CIO, Winn Group” The Manchester-based Voice & Data supplier will leverage the operational knowledge it has gained over the last year to design and deliver a superior, omnichannel solution enabling the accident management- focused legal firm, Winn Group, to enhance its existing services and maintain growth momentum.”
- Clint Milnes, CIO, Winn Group.

“Basically, they helped us understand the rules and ensure that the transition happened smoothly... And it did, much to everybody's astonishment! A testament to the quality of Contact and the Puzzel system is that everything went swimmingly. More than 95% of our calls are answered in three rings Contact has genuinely made a difference to our team and our customers.”
- Vicky Hodgson, Onebright.

“Contact have become an extension of the Clarion IT team whilst onsite, working seamlessly alongside colleagues at all levels.”
- Dan Mitchel, Clarion Solicitors.

Our CSAT score

How satisfied our customers are with Contact.

Are you an existing customer?

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