Contact Centre Excellence
Integrate your telephony to reduce call times, increase first time fixes and boost individual productivity.

By integrating your telephony with your support centre you will benefit from skills based routing, IVR, unified messaging, web chat, the ability to record calls and screen popping not to mention a single screen for agents to view their total call queue whether they are phone calls, emails or faxes. By deploying common technology, end users will be able to navigate call queues to reduce waiting time plus agents will see who is calling and their call history before picking up the phone.

These facilities combine to increase instant resolutions and productivity in the support centre, decrease average call times and reduce the overall cost of service delivery. In addition, the ability to record calls provides a useful agent training tool, quality control facility and integrated audit trail for delicate conversations.

HEAT Plus Call Centre provides a smooth workflow between your telephony and desktop systems; resulting in more accurate reporting, reduced time spent interrogating data, the ability to record individual calls and increased desktop efficiency. With skills based routing you can ensure that all calls are directed to the agents with the ability to resolve calls first time, therefore increasing the levels of service you provide to your customers.