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CX TRANSFORMATION
MARKET LEADING
CONTACT CENTRE SOLUTIONS
Specialists in delivering state of the art, multi channel and omni channel contact centre solutions.
Deliver outstanding CX with our advanced contact centre solutions
Opus is the largest independent managed service provider in the UK. We are the #1 Five9 and 8×8 partner in EMEA and a Mitel platinum partner. Our contact centre solutions unify all digital channels into a seamless, cohesive experience, ensuring consistent customer experiences from start to finish. Whether your customer journey begins on SMS, web chat, or a phone call, our system ensures smooth transitions without interruptions. Your agents can access the entire communication history in real time on a single screen, delivering a higher level of customer experience and eliminating the need for customers to repeat themselves. This not only enhances the customer journey but also improves overall agent experiences, enabling faster, more effective issue resolution.
Enhancing your contact centre solution using artificial intelligence
Artificial Intelligence is enhancing contact centre solutions, intelligently delivering smarter, faster, and more personalised interactions. With AI-powered contact centre solutions, businesses can elevate their customer relationships by leveraging intelligent chatbots to handle routine enquiries, freeing up contact centre agents to handle more complex tasks.
Our strategic partners
Our support performance metrics give you added peace of mind
Net Promoter Score
0
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
Predictive analytics and intelligent virtual agent solutions enable your contact centre to deliver maximum performance
Predictive analytics anticipate customer needs, enabling businesses to provide faster resolution times and proactive CX solutions that enhance service delivery. Our contact centre solutions use sentiment analysis tools to gauge customer emotions in real time, enabling agents to adjust their approach for better outcomes.
We also provide Intelligent Virtual Agent solutions that offer real-time suggestions to your agents, helping them deliver a better customer experience and automate repetitive tasks. By integrating AI into your cloud contact centre solution, you not only enhance operational efficiency but also create more meaningful, lasting customer connections.
Download our CX Discovery Brochure
Our CX Discovery solution is a consultative framework aimed at helping organisations transform Customer Experience (CX) in a structured way within the contact centre environment.
Contact centre as a service (CCaaS) solutions are scalable, flexible, and cost-effective
CCaaS offers unparalleled flexibility for all types of businesses, from small startups to large enterprises. The CCaaS monthly subscription model enables businesses to scale their contact centre solutions effortlessly as business needs evolve. Whether you operate an inbound or outbound call centre, CCaaS adapts seamlessly, ensuring you only pay for the tools you need when you need them.
We pride ourselves on building long term client relationships
As an independent technology provider, we are able to offer you a choice of platforms and applications seamlessly integrated into a single contact centre solution. We are Platinum partners with Mitel, Gamma, 8×8, Five9 and Cirrus, a Microsoft Solutions Partner.
We also have established relationships with Redbox, Calabrio, Talkative, Noetica, Semafone, PCI Pal and many more partners to deliver call recording, workforce management, chatbots, co-browsing and credit card payment compliance.
We can also integrate with collaboration solutions such as Microsoft Teams.
Real-time contact centre metrics and reporting to enable optimum performance
Monitoring your contact centre solution in real time is critical to maintaining high levels of customer experience, CSAT, and trust. With advanced reporting and analytics capabilities, our contact centre solutions enable businesses to track key performance indicators (KPIs) and make data-driven decisions. By identifying emerging trends as they happen, businesses can refine their processes to enhance both the customer experience and agent experiences. These comprehensive insights empower agents to resolve issues more effectively, strengthen customer relationships, and deliver faster, more personalised customer experiences.
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World class CX Transformation solutions designed to enable your business
to deliver the highest level of customer experience
Our CX transformation solutions cover every aspect of CX, some our our solutions are outlined below.
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.
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.
Frequently asked questions about our contact centre solutions
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.
- 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.
There are five main types of contact centre.
- Inbound – Incoming customer calls and enquiries
- Outbound – outbound calls such as telemarketing
- Blended – Handles both inbound and outbound
- Virtual – staff work remotely
- Multichannel – across all channels
- Omnichannel – across all channels and can switch between channels
- Cloud – hosted in the cloud
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.
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.
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