What is a call centre solution?

A contact centre solution enables businesses to manage large volumes of incoming and outgoing customer calls. It is a centralised system that includes various tools, technologies, and processes for handling customer interactions, such as voice calls, emails, chat, SMS, and social media messages.

What are the five pillars of a contact centre?

People – The recruitment, training, and management of agents and other staff members in the contact centre.Process – The procedures and workflows that are in place to handle customer inquiries and requests.Technology – The hardware and software systems that are used to manage customer interactions, such as telephony, CRM, workforce management, and reporting tools. Data – The collection, analysis, and utilisation of customer data and feedback to improve the customer experience and optimise contact centre operations.Strategy – The overall vision and direction of the contact centre, including its goals, objectives, and performance metrics.

What are the different types of contact centres?

There are five main types of contact centre.Inbound – Incoming customer calls and enquiriesOutbound – outbound calls such as telemarketingBlended – Handles both inbound and outboundVirtual – staff work remotelyMultichannel – across all channelsOmnichannel – across all channels and can switch between channelsCloud – hosted in the cloud

How many calls can a call centre handle?

The number of calls a call centre can handle varies depending on a number of factors, such as the size of the call centre, the number of agents available, and the complexity of the calls.

Who are the leading contact centre vendors in the UK?

The leading contact centre vendors in the UK are Mitel, 8×8, Cirrus, Gamma and Five 9, all of which Opus Technology are platinum partners with.

AI Chatbots for Customer Service

Our AI chatbots for customer service provide rapid and accurate responses to improve operational efficiency and enhance the overall customer experience

Imagine resolving 50% of your inbound contact centre enquiries effortlessly. Our range of customer service chatbot solutions are powered by state-of-the-art AI language models, that enable your team to do just that. Our contact centre AI chatbots operate conversationally, mimicking natural language understanding to decipher intricate queries, prompt for clarifications and engage in fully-fledged conversations with customers.

Empower your contact centre with AI-powered chatbot solutions

Our range of AI chatbots for customer service are specifically designed for contact centres and draw answers from your support centre and knowledge base to ensure a comprehensive and accurate response to customer queries. The chatbot swiftly routes questions, sorts through complex issues and seamlessly transfers them to human support teams, ensuring an optimal customer experience.

Equipped with AI-powered inbox capabilities, our chatbots enable human agents to respond quickly when they encounter complex problems and recap conversations for seamless handoffs between agents. AI chatbots for customer service also work across multiple channels, enabling uninterrupted conversations regardless of the platform – be it WhatsApp, SMS or social media.

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We deep dive in to how you can reduce contact centre overheads using AI

Achieving the balance between delivering high-quality customer experience and maintaining financial stability within your contact centre requires careful navigation. This handy guide explains how you can achieve exactly this.

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Unlock the power of AI conversations, improve customer service and drastically reduce agent workload

By automating conversations through AI chatbots, you not only decrease support volumes to the contact centre but also elevate customer satisfaction levels rapidly. Our contact centre AI chatbots offer a seamless solution to engage customers, offering them accurate resolutions within minutes.

Our suite of ai chatbots for customer service leverage cutting-edge AI technology to provide reliable answers, effectively reducing your team’s ticket volume. Experience a significant decrease in support enquiries without compromising on quality.

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Trustworthy AI powered assistance and the added human touch when needed

Rest assured, our chatbots are built with robust safeguards. They base their responses solely on your support content, ensuring accuracy and reliability. Additionally, you retain full visibility of conversations, enabling your team to monitor responses closely.

Our AI chatbots for customer service provide the flexibility to incorporate custom answers for crucial queries. When human intervention is necessary, our chatbots seamlessly transfer conversations to your support team, guaranteeing a personalised customer experience when needed.

Read our AI Driven Contact Centre Guide

This handy guide has been put together to showcase how combining the latest AI and innovative technology enables you to deliver next-level CX as well as cost reductions in your contact centre.

Read the guide

Harness the power of contact centre AI chatbots to deliver 24/7 customer service excellence

Our chatbot solutions are designed to efficiently manage large volumes of interactions, handling multiple enquiries simultaneously without the need for additional human resources.

By automating routine tasks and promptly answering common questions, chatbots not only drive cost savings but also enhance overall efficiency, enabling human agents to concentrate on more complex issues that require personalised attention.

Equipped with natural language processing capabilities, chatbots engage in fluid conversations, understand complex queries, and deliver personalised assistance tailored to each customer’s unique needs.

Enhancing the customer experience with consistent and human like chatbot support

Consistency is key in customer service and chatbots deliver just that by responding based on predefined rules and knowledge bases, ensuring every interaction is consistent and reliable.

By swiftly triaging issues and seamlessly connecting customers to human agents, chatbots significantly reduce wait times leading to increased customer satisfaction. With their multichannel support, chatbots enable customers to engage through their preferred communication channels, further enhancing convenience and accessibility.

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AI chatbots continually learn and develop to meet your customer's demands

Our range of chatbot solutions facilitate data collection and analysis, enabling informed decisions and service improvements over time. Through interactive conversations, chatbots actively engage customers, offering tailored recommendations and assistance to meet individual needs.

Chatbots also continuously learn and adapt based on interactions, improving their performance and accuracy over time.

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Find out more about how Opus can add value to your business

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