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CX TRANSFORMATION
CONTACT CENTRE SERVICES
Elevate the contact centre experience to the next level to meet your ever changing customer demands.
Ensure you exceed your customers expectations every time with our wide range of contact centre services
Our CX transformation services include a vast array of innovative contact centre solutions and applications, tailored to the specific needs and size of your business. Whatever your contact-centre requirements, we’re here to help you navigate your options and harness their capabilities.
Choosing the right technology partner to help deliver the best Contact Centre Services for your business.
The list of possibilities is almost endless – which is where our expert team comes in. They’ll work with you and bring together the best solutions to meet your unique requirements, then deliver them as a managed service. Choosing the right technology partner is key to delivering an outstanding customer experience. We’ll guide you through the various contact centre solutions and applications available. And we’ll give you clear, transparent advice on how to integrate them with new or existing unified communications, CRM systems or business processes.
Why do clients choose to partner with Opus?
OUTSTANDING CUSTOMER
EXPERIENCE
It’s proven. We are a safe pair of hands who put the customer at the heart of everything we deliver.
COMMITTED
TO HIGH
STANDARDS
Our world class expertise is delivered by our internal teams and best of breed tech partners.
FULLY TAILORED
STRATEGIC
SOLUTIONS
We are technology agnostic and only deliver a business outcome driven approach.
CONSISTENT
SERVICE LEVEL PROMISE
We provide fully comprehensive reports, dedicated contacts and financially backed SLAs.
We design and support stand alone and omni channel contact centre solutions
Perhaps you are considering a complete refresh of your communications platforms or you’re looking to add a cloud-based Contact Centre as a Service (CCaaS) solution to your existing set-up? Our Opus Contact solutions have you covered.
We design, deliver and support single-platform or stand-alone omni-channel contact centre solutions, chat bots, Google-powered artificial intelligence, self-serve and agent assist solutions. We also offer web chat and co-browsing, speech analytics, workforce optimisation and gamification solutions to suit the specific needs of your business.
We work with the following partners
We partner at the highest levels with a select number of service providers. This means our engineers are certified to the highest standards and we have the specialist knowledge required, to support customers during the design, delivery, and ongoing support of their technology services.
Omni channel contact centre solutions
Customers expect a mix of channels to communicate with your business. And they demand rapid response and resolution times. To give them what they need, it all starts with a flexible and scalable omni-channel contact centre. Opus Contact’s omni-channel solutions allow your contact centre team to start and continue conversations across phone, email, SMS, social media, and instant messengers.
This gives your customers a seamless contact experience – no matter the size of your customer service team.
Call, chat and text with customers, Manage shared email inboxes, Interact with social media, Streamline teams to manage multiple channels
Contact Centre as a Service (CCaaS)
Many of our Opus Contact solutions are available as a service, overlayed on to an existing platform. The cloud-based nature of our ‘as a Service’ solutions helps to greatly reduce deployment times. And it means services can be delivered to any location via an internet connection.
Deliver a quality caller experience. Easily monitor inbound call activity, with barge-in and emergency escalation available when needed.
- Intelligent call distribution
- Workforce management
- Call monitoring and recording
- Speech analytics
- Fixed and remote setup
Inbound and Outbound contact centres
If large volumes of customers call your business for help and advice, giving them an outstanding inbound call centre experience should be your top priority. Choosing the right inbound contact centre software is crucial, and can have a huge impact on how your business is perceived. A first-class outbound call centre solution is equally vital.
It liberates your agents from tedious and repetitive tasks and helps them focus on what matters most – talking to customers. And it allows you to proactively reach out to your customers and drive your outbound call performance.
AI, Chatbots and Self-Service Solutions
If there’s one thing that saps motivation and productivity in contact centre teams, it’s dealing with the same repetitive questions over and over again.
AI and automation solutions help your agents work more efficiently by allowing frequently asked questions or simple requests to be automated before human intervention is needed.
This way, your agents can spend more time dealing with urgent, critical and complex enquiries.
- Google powered AI
- Conversational AI
- Chatbots and self-serve
- Agent assist and knowledge databases
Workforce Management
Workforce management is one of the most time-consuming tasks for any contact centre manager. Accurately forecasting service-level goals and agent performance can often feel like hitting a moving target.
Our Opus Contact workforce management solutions help you stay ahead of the game and effectively plan for success. The result? Happier agents, more satisfied customers and increased revenue.
Accurate and fully optimised forecasting will not only enable you to deliver optimal and efficient customer experience.
Drive performance with Speech Analytics
Our Opus Contact speech analytics solutions can automate the process of listening to interactions or phone calls between your customers and your agents. They help you identify key topics and issues relating to agent performance and customer satisfaction.
Find out what your customers are really talking about. And up-skill your agents where necessary to handle those topics more effectively – ultimately increasing customer satisfaction and reducing costs.
- Learn what your customers are saying
- Gain truly actionable feedback
- Work more intuitively
- Drive higher levels of customer satisfaction
Call and Screen Recording Solutions
Opus offers a choice of call and screen recording solutions for your contact centre. Call recording is a critical part of a contact centre’s quality management program. It may also be required for compliance purposes. And with the increasing use of video, it may be necessary to record screen interactions too.
Call recording can be reviewed and evaluated by supervisors and quality analysts, to determine if agents are following call flows, building rapport, mentioning promotions, controlling the conversation and providing accurate information. Recordings can then be shared with agents during training and coach sessions
Microsoft Teams Contact Centre Solution
With so many people switching Microsoft Teams in recent times we often get asked if we can provide a contact centre solution for Teams users. The answer is a resounding yes.
Our Contact Centre-as-a-Service solution enables you to not only combine the collaboration capabilities of Microsoft Teams with a market-leading contact centre, connecting you with your customers but connects your contact centre agents with the rest of your organisation.
Distributed customer service teams can now take advantage of state of the art omni-channel contact centre services, inside the familiar and intuitive environment of Microsoft Teams.
Read our live client feedback
Our fully integrated service offering
Find out more about how Opus can add value to your business
Reigate Office
London Court
39 London Road
Reigate
Surrey
RH2 9AQ
London Office
60 Cannon Street
London
EC4N 6NP
Hitchin Office
2nd Floor Regal Chambers
49-51 Bancroft
Hitchin
Hertfordshire
SG5 1LL