Cloud Contact Centre Solutions

The essential tools to run your contact centre

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Contact Centre solutions

on any scale

Many think that you have to be a large enterprise to deploy a call centre; this is not the case.

With today’s cloud technology, small to medium sized businesses can quickly and affordably implement one.

 

AdEPT CCaaS solutions integrate voice, video, chat and contact centre functions to address your most important asset; your customers, all delivered with class-leading voice quality, uptime and security compliance.

 

Our solution is a complete, reliable and secure solution that helps businesses boost engagement, collaboration and operational effectiveness for customer success.

Built on a resilient cloud platform, our service makes it easy for businesses & organisations to connect and collaborate both internally and externally.

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    Intelligence and Automation

    Built In

    Intelligent IVR
    • Use advanced speech recognition to provide intelligent self-service options
    • Design menus with visual drag-and drop flow designer

    Virtual Agent
    • Give dynamic, personalised assistance without a live agent whilst eliminating repetitive tasks by using IVR

    Agent Assist
    • Provide agents with information in real-time without manual searches

    CRM Integrations
    • Integrate out-of-the-box with Salesforce, Zendesk and many more for seamless data management automation

    Dialler
    • Enable faster handling of lists and improve utilisation of agent time




    Workforce and Customer

    Call Management Features

    Workforce Management
    • Improve operational efficiency, eliminate manual adjustments and align staffing needs to match demand

    Customer Survey
    • Capture CSAT from customers to drive improvements and highlight opportunities

    Security & Reliability
    • Enhance security and compliance including secure payment processing
    • Address security certifications and regulations, including PCI DSS Level 1 and GDPR

    Digital Channels
    • Enable flexibility in how customers connect via social media, SMS, chat and email

    Quality Management
    • Evaluate interactions across any channel for coaching and training

    Customer Experience & Speech Analytics
    • View every step of the customer journey
    • Empower contact centre managers with actionable insights
    • Reveal patterns and trends

    Key Benefits

    of a Cloud Contact Centre Solution

    • A comprehensive, high performance solution that powers exceptional customer experiences and builds lasting loyalty

    • Reduce IT overheads and dependencies thanks to an all-in-one, fully browser-based platform that is simple to master

    • Enhance agent performance with timely feedback, intelligent coaching and collaboration tools for continuous service improvement

    • An array of unified collaboration tools with easy access from any device, anywhere support new ways of working and flexible workspace.

    • AI-powered recommendations for agents, supervisors and contact centre leaders help to amplify the customer experience

    Business Continuity & Security

    as Standard

    At AdEPT, we aim to keep your business and organisation up and running.

    Our resilient contact centre service comes with industry-leading uptime, global reach and platform flexibility, ensuring ensure that your contact centre continues operating without interruption.

    Facilitate working from home
    • Set up staff and agents to work from anywhere and from any device
    • Support and encourage collaboration between agents, partners, customers and experts
    • Manage staff and agent productivity with live monitoring and analytics

    Deliver consistent, exceptional customer experience
    • Equip supervisors with analytics to highlight any issues and resolve them swiftly
    • Maximise coaching impact with targeted quality management tools
    • Ensure metrics are met using robust reporting and analytics

    Meet strict security requirements
    • Maintain security status and comply with industry and legal compliances and data privacy regulations
    • Sustain operations through a disruptive event with little to no impact on customers
    • Minimise risks to staff, customers and operations as a whole

    Partners

    8×8 offers pure cloud based unified communications and contact centre services – UCaaS and CCaaS. 8×8 provides a unique complement to our portfolio. As a pure cloud player, the ease of service establishment coupled with the scalable functionality of the product is proving very disruptive in the UK market place.

    Products & Services

    From our Voice Services suite

    Nebula Sip
    Connectivity

    Unified
    Communications

    Voice
    Over IP

    Nebula
    Voice

    Get in touch

    Contact

    For more information on any of our services or to talk about how we may be able to help you, please get in touch with us using the form opposite or by clicking the link below.

    Drop us a line

      Clicking submit accepts terms of use.