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.

Contact Centre Cloud Migration

Migrate your contact centre to the cloud and future proof your business

Many businesses choose to migrate their contact centre to the cloud to gain unparalleled flexibility, accessibility, and cost-efficiency. They experience seamless integration, advanced analytics, and future-proofed technology. With cloud contact centre migration, businesses empower their agents to work from anywhere, embrace remote work, and ensure business continuity all while reducing operational costs and eliminating the need for expensive hardware investments.

The business benefits of contact centre cloud migration

Migrating your contact centre to the cloud enables your business to move away from rigid infrastructure limitations.

Our cloud contact centre migration process includes a comprehensive migration plan designed to ensure a smooth transition. As your contact centre scales, cloud contact centre environments offer scalability on demand, allowing you to handle increased call volumes or expanded operations seamlessly.

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Our cloud contact centre partners

Benefit from enhanced accessibility and cost efficiencies with cloud migration

Cloud based contact centres enable agents to work from any location with internet access, whether they are part of an in-office, remote, or hybrid workforce. This flexibility is made possible by cloud technology and cloud infrastructure, which ensure business continuity in the face of unexpected disruptions.

With Contact Centre as a Service (CCaaS), you avoid large upfront investments in hardware and maintenance. These subscription-based services eliminate infrastructure overhead, resulting in predictable monthly expenses and the ability to scale resources as needed.

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Seamlessly integrate your contact centre with third party systems

Contact centres that migrate to a cloud native solution integrate effortlessly with existing systems, CRMs, and third-party tools. This unified ecosystem enhances collaboration, streamlines operations, and boosts productivity.

Cloud contact centres also enable AI-powered analytics that provide actionable insights, improving decision-making and help you achieve continuous business improvement.

We understand the importance of delivering efficient support

Our contact centre support services ensure quick issue resolution, reduced operational costs and proactive problem-solving give you added peace of mind that your contact centre is fully supported to perform optimally around the clock.

Net Promoter Score

Month on month we survey our customers to ensure our customer experience levels remain consistently high

Customer Satisfaction

97.5 %

CSAT is measured closely to ensure our customers are satisfied with their products, services, and interactions with Opus

First Time Fix on a P1

99.2 %

We pride ourselves on delivering fast first time fix rates to ensure faults are resolved quickly on P1 incidents

Achieve security and compliance at scale across your contact centre

Migrating your contact centre to the cloud ensures compliance with industry standards such as GDPR, PCI DSS, and HIPAA. Our secure cloud solutions offer end-to-end encryption, regular security audits, and continuous monitoring to guarantee that your data remains safe.

Cloud contact centres also ensure your business is full adherent to strict regulatory frameworks, providing peace of mind while maintaining data integrity.

Advanced contact centre analytics help you to form data-driven decisions

Cloud technology enables access to real-time metrics, customisable dashboards, and AI-driven insights, giving your business a competitive edge. Use data from your cloud contact centre to make informed decisions that drive growth, optimise agent performance, and enhance customer satisfaction.

Whether you’re tracking call trends or monitoring agent productivity, cloud environments provide the tools needed to access valuable data instantly.

Added peace of mind with business continuity and built-in disaster recovery

Our cloud contact centre migration solutions include disaster recovery capabilities, with redundant systems and uptime guarantees to ensure operations stay functional, even in the face of unforeseen events. These features ensure that your teams can continue delivering an exceptional service to your customers, without disruptions due to the reliability of cloud infrastructure.

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Our cloud contact centre solutions are always at the forefront of innovation

Cloud contact centre providers such as Five9, 8×8, Gamma and Cirrus continuously update their cloud infrastructure to keep your contact centre on the cutting edge of technology.

By leveraging our cloud migration consultancy and fully managed services, your business can benefit from the latest cloud advancements without the need for costly upgrades or manual maintenance. And all the cloud contact centre solutions we offer our clients are designed to grow and evolve alongside your business.

World class CX Transformation solutions designed to enable your business
deliver the highest level of customer experience

Our CX transformation solutions cover every aspect of CX, some our our solutions are outlined below.

Conversational Analytics

Use natural language processing (NLP) and machine learning to identify key topics, sentiment, trends, and patterns within conversations.

Interaction Analytics

Analyse customer interactions such as phone calls, emails, chats, and social interactions using NLP combined with speech analytics.

Reporting Analytics

Identify and measure key analytics to optimise agent productivity, enhance customer experiences, and drive operational efficiency.

Conversational AI

Understand and respond to customer enquiries using various conversational AI tools such as Intelligent Virtual Agents (IVA) and Agent Assist.

Workforce Optimisation

Enhance the performance, efficiency and effectiveness of contact centre agents. Using integrated processes, tools and data.

Quality Management

Deliver high-quality customer service while adhering to regulatory requirements and industry standards using AI and automation.

Voice of the Customer

Collect extensive data from customer feedback gathered during their interactions to build a complete picture of your customers.

Voice of the Employee

Understand employee perspectives, needs, and concerns. Enhance employee satisfaction and customer experience.

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Find out more about our contact centre cloud migration services

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