Contact centre applications

Using the latest technology from leading providers, Worldstone builds and manages solutions that integrate your customer communication channels, as well as your internal systems. So you can let your customers decide how they want contact you while  ensuring the response they receive is fast and relevant.

• Increase productivity and improve customer service – with IVR and intelligent routing
• Enjoy a rapid return on investment (ROI) – automate complex customer requests and transactions
• Generate revenue and build customer loyalty – with proactive contact management
• Speed up decision making – using advanced business intelligence tools.

Our contact centre solutions offer a wide range of benefits including:

 

Automatic call distribution

Manage inbound calls more effectively with a sophisticated routing system that lets you decide how your customers are connected.

• Increase routing flexibility
• Reduce costs and increase efficiency
• Deliver a personalised service.

Business intelligence

Speed up decision making with data collection and reporting tools that give you a comprehensive view of customer interactions and operational performance.

• Consolidate data collection and reporting
• Simplify multisite and multichannel analysis
• Monitor all customer interactions

Contact recording

Record contacts to improve customer experience, protect your business – and ensure compliance with regulations and procedures.

• Use advanced recording and retrieval software
• Record contacts for training and quality management
• Simplify compliance monitoring and verification.

Intelligent customer routing

Use customer insights to greet and route callers intelligently – giving them personalised messages, call-back options, and even billing and appointment reminders.

• Unify self and assisted services
• Enhance customer experience
• Connect callers to the right people.

IVR and self service

Deliver a superior customer experience with integrated speech applications that automate many requests and transactions.

• Provide a user-friendly, intuitive service
• Automate more complex tasks
• Enjoy a rapid return on investment (ROI).

Multichannel and multimedia contact centres

Let your customers choose how they contact you – then connect them seamlessly to the most appropriate site or person.

• Integrate IP and traditional voice systems
• Reduce management costs
• Support flexible working.

Proactive contact management

Integrate inbound and outbound communications to talk to your customers more – and generate more revenue with dynamic sales and marketing campaigns.

• Boost productivity
• Improve customer service and support
• Meet service level and compliance requirements.

Workforce management and optimisation

Forecast, plan and schedule more effectively – with software and tools for everything from liability recording to speech analytics.

• Manage performance across multiple sites
• Simplify quality monitoring
• Get centralised reports on all business functions.