technology

Working relentlessly to deliver
awesome Contact Centre Technology

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#1 cloud contact centre

why are contact centres opting for the feature rich, highly compatible and cloud based platform, that allows you to communicate effortlessly, manage your workforce remotely and scale your operations instantly?

Green Service

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. 

Orange Service

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.

Purple Service

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's obsession with cloud and when it’s right to jump on the band-wagon

okay, you have come to the conclusion that a cloud based customer experience platform is the way forward (it is, by the way). 

you have highlighted some of your key challenges and need to source the correct partner. 

you want a partner who can implement your ideas and make you a digital transformation wizard. 

well, there is a reason why the most customer obsessed and industry leading companies are partnering with acrinax to support and deliver their cloud based contact centre strategies.

simply put – acrinax has a passion to consistently challenge, innovate and disrupt the market with new ideas and creative solutions that overcome unique challenges.

the innovative Genesys Cloud platform partnered with the acrinax value adding expertise, gives you the design, project management and support required to digitally transform and deliver a cloud based omni-channel contact centre.

agility

leveraging the powerful Genesys cloud you have access to powerful and rapid scalability. You can make agile operational changes based upon the demand for your services

remote working

deliver the employee experience your employees deserve. Enabling your staff to work remotely improves employee morale, efficiency and your business continuity

road map

at acrinax we love supporting ambitious, disruptive and innovative projects. We strive for your growth, and deliver thorough consultation and future strategy planning.
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PureConnect

Genesys PureConnect Customer Engagement

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.
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scale your operations

as your business needs grow, your operations become more complex, PureConnect gives you the ability to add new functionalities, pivot to meet the evolving requirements of your customer and agent.

customise your platform

an all in one customer experience platform should do exactly that, be all in one and customisable. The flexibility of PureConnect means you choose the tools and resources that you need for your business and don’t pay for tools that you don’t use.

own your hardware

having an 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 DMs, turn off your likes, lock up the backdoor & run for your life – the CX man is back in town and social media is 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, almost uncontrollably. Well, it’s about time you take control. 

give your social media team purpose, by implementing a solution that is designed to solve the complexities of handling large volumes of internet communication – in one unified place.

enhancing your contact centre operations with a robust omni channel strategy has never been easier. Implementing out the box simple to use platforms you can correlate data across all channels and give your operator a holistic view of the customer. Vital elements that support in delivering exceptional customer experience – be it today, tomorrow or 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 reaching their CX potential. 

Gnatta works directly with your systems to ensure your records are kept up to date, and provides relevant information to your customers automatically, as and when they need it. Your customer’s journey is constantly evolving, and that means new data all of the time – keep up.

Verint work force optimisation

as your workforce grows, processes become outdated, saving time and effort becomes paramount – welcome, Verint workforce management.

Verint workforce management underpins what you do fundamentally, helps shape your future business and supports lifestyle balance. 

Verint work force management enables you the vision to execute decisions based on precise data and increase the overall productivity of the organisation. 

Verint work force management gives your contact centre the ability to effectively plan for the appropriately skilled staff to meet the demands of customers across all touch points. 

scheduling, forecasting and an holistic visibility of management operations, work-load and agent availability support the continuous improvement of the customer experience through coaching, staffing and performance solutions.

speech & 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.

work force management

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.

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.

work force management supports your customer experience

Happy workers

improve employee morale

increased transparency and communication in the employee/manager relationship improves employee engagement and satisfaction.

Employees working together

organise

manage all unique touch points with single step to multiple step planner, adhering to differing levels of service.

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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.