Why are contact centres opting for the feature rich, highly compatible, cloud based platform that allows you to communicate effortlessly, manage your workforce remotely and scale your operations instantly?
Customers have access to powerful technologies and assume businesses to keep up. Having a robust omni channel strategy to communicate effortlessly across all your customers channels is essential.
Full integration into your communication infrastructure allows agents to maintain a contextual and knowledge based conversation, coupled with the correct tools for delivering an exceptional customer experience.
Leverage Cloud capabilities
Leveraging the cloud enables you full control of your resource management, reduces costs in every area and gives you the option to scale up and down, meeting seasonal demands.
Disaster recovery is an element of cloud hosting that allows for business continuity, plan B servers connect to your contact centre and keep your operations online when necessary.
Simplify the management and forecasting process with Pure Cloud’s powerful built in WFM features and optimise your agents performance. Manage shift trades, scheduling and real time adherence.
Acrinax obsession with cloud and when it’s right to jump on the band-wagon
Okay, you’ve come to the decision that a cloud based customer experience platform is the way forward. You’ve highlighted some of your key challenges and need to source the correct partner to implement your ideas and make you an IT transformation GOD.
Well, there’s a reason why some of the most customer obsessed and disruptive companies are partnering with acrinax on their contact centre strategy. acrinax consistently challenge, innovate and disrupt the market with new ideas and solutions to overcome challenges.
Although, we don’t stop there, our 24/7 support team are always on hand for a late night Gnatta. Alongside our in-house team of technical experts who consistently discover, expand and implement new innovations to keep our clients ahead of the game.
Genesys Pure Cloud partnered with acrinax value adding expertise gives you the design, project management and support required to transform and deliver a cloud based omni channel contact centre. Meticulous consultation shines light on your challenges and we guide you to discover a platform that’s feature rich, resilient and architected to solve your challenges.
PureConnect by Genesys is a unified Customer Engagement platform, designed to be on or off premise, dependant on your requirements. Unifying communications across your company reduces complexity, simplifies administration, improves efficiency and reduces total cost of ownership. This can all be achieved without disrupting existing systems – key to ensuring a consistent customer experience.
Adapt - Don’t just react
Having on premise solution gives you complete control, your data, hardware and platforms are all yours. Allowing you to take charge of updates and configuration.
Social Media Interaction Management
Lock up your DM’s, turn off your likes, lock up the backdoor & run for your life – The CX man is back in town & social media’s sticking around.
Okay, so we all know social media, it’s uses, but not so much it’s outlining purpose. The last 20 years our digital society has been moving towards an ever increasing social internet. We’ve been flirting with social media for some time and the power major platforms possess is apparent. Studies show that the number of Centennials and Millennial’s opting to contact companies through digital channels is on the rise; as consumer technology evolves and the ways in which we communicate multiplies – your customer expects you to keep up.
With persistent evolution and pioneering techniques of social media usages, we find manifestations in different areas of our lives uncontrollably. Well, it’s about time you took control. Give your social media team purpose, by implementing a solution designed to solve the complexities of handling large volumes of internet communication touch points – in one unified place.
Enhancing your contact centre operations with a robust omni channel strategy has never been easier, with easy to use platforms you can correlate data across all channels and give your operator a holistic view of the customer. Vital elements that support delivering exceptional customer experience; today, tomorrow and yesterday.
Take control of your contact centres social media traffic by implementing a platform known as Gantta; architected to handle the infinite customer journey possibilities.. A social media management tool guaranteed to support your team in realising their CX potential. Your customer’s journey is constantly evolving, and that means new data all the time. Gnatta works directly with your systems to ensure your records are kept up to date, and provide relevant information to your customers automatically when they need it.
As the workforce grows, processes become outdated, saving time and effort becomes paramount… Welcome Workforce Management.
Workforce management underpins what you do fundamentally, helps shape your future business and supports lifestyle balance. WFM gives you the vision to execute decisions based on high level data, increase productivity with organisation and improve customer experience via coaching, staffing and performance solutions.
WFM gives your contact centre the ability to effectively plan appropriately skilled staff to meet the demands of customers on all touch points. Scheduling, forecasting and a holistic visibility of management operations, work-load and agent availability.
We are all aware that customer service expectations are growing rapidly and the need for an exceptional customer experience is imperative.
Three ways WFM supports your CX
Improve Employee Morale: Increased transparency and communication in the employee – manager relationship improves employee engagement plus satisfaction.
Control: Manage all unique touch points with single step, single step to multiple people and multi step adhering to differing levels of service.
Operational Agility: Automate simple tasks and quickly respond to fluctuating customer demands. Control the availability and scheduling of your workforce in various locations, coinciding with their skills, proficiencies and general operations.
Verint Performance Management
With Verint Performance Management, you can gain insight into what employees are doing, how effectively they’re performing, and where they excel or need to sharpen their skills. The solution can even trigger coaching and training sessions to help them do so.
The solution provides Scorecards, Coaching, and eLearning capabilities that can work together synergistically, helping your organization implement a continuous process for performance management across the areas of the business that impact the customer experience.
Verint WFM Technology
Predicting the future is an art but making smarter decisions isn’t, with the easy-to-use – out-of-the box, Verint WorkForce Management tool, you can begin making smarter decisions for the future – now.
Speech and Text Analytics
Nothing can tell you more about your business than analysing your customer calls. Call recordings can become a gold mine of rich insights about customer satisfaction, customer churn, competitive intelligence, service issues, agent performance and campaign effectiveness. But the sheer volume of phone calls exceeds the contact centre’s ability to manually review and analyse them. Manual review can process only a fraction of calls using unsophisticated analysis.
Verint Speech Analytics can transcribe and analyse 100 percent of your recorded calls to help surface valuable intelligence. The solution can automatically discover and analyse words, phrases, categories and themes spoken during calls to reveal rising trends and areas of opportunity or concern. This can help you:
- Enhance contact centre performance with insights to reduce agent handle time and repeat calls.
- Discover customer insights into satisfaction, business issues, competitive intelligence, marketing campaigns.
- Reduce churn by discovering root cause and predicting at-risk customers.
- Improve quality monitoring by reviewing large samples and specific call types.
- Provide targeted coaching to agents by analysing their relative performance.
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