ContactCentre 59R

The Contact Centre is the main port of call for all stakeholders in your organisation. It is a central route to the services and facilities you provide.

  • Make it easy for customers to contact the right person
  • Manage email, web chat, social and more, within one system
  • Respond to customer queries in a timely manner
  • Provide supervisors proactive control to manage their environment

The rapid adoption of smartphone technology means that customers can now speak, email, SMS, tweet, post and video - all from a single device. Increasingly they expect a personalised joined up experience from organisations and demand that you transform your customer engagement. Your contact centre service can deliver a key service differentiator, and gain you competitive advantage by delivering an end-to-end experience.

Netcall’s ContactCentre 59R helps you provide an effective first point of contact for all your channels - voice, web chatemail or social media, efficiently allowing access services and facilities supporting your vision of customer engagement as you need it.

Netcall’s multichannel contact centre is designed to integrate within your current environment, and is widely accredited.

Microsoft Lync®

Netcall Liberty® ContactCentre harnesses the benefits of Microsoft Lync® ‘rich presence’ and provides efficient multimedia contact delivery, significantly improving the customer experience and saving staff time. Configuration is easy and intuitive. Agents can rapidly respond to any multichannel contact using the unified agent workspace and can add context to any call transfer using instant messaging (IM). Contact data identifies context and initiates the workflow processes. Confirmation of our accrediation status can be found here.

Our integrations support organisations that use Kana CRM (formerly Lagan) within your Contact Centre? Read more here.

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Announcing Media Blending on ContactCentre 59R Announcing Media Blending on ContactCentre 59R

 

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Customer Quotes (Stop animation)

“QueueBuster has become an integral part of our business. As we bring in new business and services, QueueBuster will now automatically be part of the suite offered.”

“Our Next Generation Contact Centre programme is focused on delivering efficient high quality customer service supporting the success we’ve had in both winning and retaining customers. Netcall’s QueueBuster will be material in helping us achieve our goals.”

“QueueBuster has revolutionised our business, producing customer and agent satisfaction ratings beyond expectation. Customers using the system are happier because they don’t have to queue any more - QueueBuster can queue for them. It gives us a distinct business advantage in terms of customer service. Customers repeatedly ask why more call centres don’t offer QueueBuster.”

“The implementation process from start to finish has been absolutely amazing; every milestone was kept to and as a result of us using QueueBuster our customers are very positive once they receive the call back. Psychologically we get control of the call and it’s giving us more opportunity to up-sell and cross-sell.”

“We have been absolutely delighted with Netcall. The product is brilliant and ‘does exactly what it says on the tin’. What more can I say - Netcall really is spot on!”

“QueueBuster allows us to spread the volume of inbound calls more evenly across our phone system, reducing the pressure on our existing infrastructure and improving operational performance. In an intensely competitive marketplace, we believe QueueBuster gives us a significant advantage, allowing us to build valuable, long-term relationships with our customers and maintain our ethos of performance, innovation and customer care.”

“Using a callback solution like QueueBuster sends out a very positive message to our customers. They see us taking a pro-active approach to queue management and customer experience.”