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CONTACT CENTRE SOLUTIONS
CALLER INSIGHTS FOR CONTACT CENTRE
Caller Insights is exclusive to Opus and is a collaborative feature powered by Infinity Call Tracking and Five9 technologies.
See what happens before the call with Caller Insights
With Caller Insights, contact centre agents can see the callers website activity before they picked up the phone. This innovative insight is particularly beneficial for all types of businesses especially Retail, Travel or Automotive, where agents can view precisely what products or solutions have been viewed on the website the second the call comes in to the contact centre. Caller Insights and Call Tracking solutions work together seamlessly.
Help your agents provide an outstanding experience using additional insight
By connecting the online journey to the offline phone call, in real time, you can arm your agents with the critical insight they need to:
- Improve caller experience by understanding why a customer or prospect is getting in touch
- Identify and capitalise on opportunities to up-sell
- Deliver a slicker, more cost-efficient call handling process
- Provide a faster resolution time
Serve up the information your agents require in a familiar wrapper
Caller Insights is exclusive to Opus and can be delivered directly into Five9 contact centres.
Infinity call tracking data can be fed directly into the systems your agents are familiar with, so they can spend less time learning and more time improving call quality.
Download our guide on how to implement AI to deliver next level CX
Discover how the combination of AI and innovative technology in your contact centre can revolutionise the customer experience.
Connecting clicks to calls will transform your call experience
Identify immediate upsell opportunities
Use the caller insight to further customise the solution needed by the caller without needing to second guess their preferences.
Better conversations
Get the context you need to improve the phone call experience in real-time and engage in relevant and meaningful conversation.
More positive outcomes
Arm contact centre agents with the intel they need to drive the outcomes that matter most and improve conversion rates.
Slicker operations
Resolve calls quicker to cut your call queuing times and slash your call handling costs.
Happier customers all around
Enable your agents to have easier conversations, and delight customers every time they get in touch.
Full visibility
See which activities/campaigns are driving quality calls so you can streamline your marketing spend.
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.
Read our live client feedback
Our fully integrated service offering
Find out more about how Opus can add value to your business
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