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.

Conversational AI for Contact Centre

Use conversational AI in your contact centre to take your customer interactions to the next level

Elevate your customer interactions and streamline operations with our market-leading conversational AI applications specifically designed for contact centres. From Intelligent Virtual Agents (IVAs) to Agent Assist, these advanced conversational AI solutions automate routine tasks, handle customer enquiries, and enhance the efficiency of your contact centre agents. With seamless communication across voice calls, chat, email, and messaging platforms, conversational artificial intelligence will transform how businesses engage with customers.

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Enhance customer experience with intelligent automation using conversational AI

Contact centre conversational AI technologies provide a smarter way to engage your customers. As a collective suite of solutions, they automate basic tasks and provide immediate, personalised support. Intelligent Virtual Agents (IVAs) are virtual assistants that offer automated answers and guidance to customers, while Agent Assist empowers human conversational interactions by providing real-time insights to improve agent performance. Together, these tools drive significant reductions in response times and enhance customer satisfaction by providing fast, accurate, and relevant assistance.

Fast and efficient contact centre support

Our contact centre support services ensure quick issue resolution, reduced operational costs and proactive problem-solving.

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

Conversational AI tools, reduce operational costs and improve service quality

By automating routine tasks and providing personalised customer and agent experiences, conversational AI drastically lowers operational costs. IVAs and Agent Assist tools minimise the need for human intervention in handling repetitive enquiries, enabling staff to focus on more complex, revenue-driven tasks.

This streamlines your operations but also ensures a consistently high level of service, improving both efficiency, the customer experience, and customer loyalty.

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.

READ THE GUIDE

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Human like conversations powered by conversational AI

Conversational AI tools understand and respond to customer queries in a way that mirrors human conversational interactions—your customers won’t be able to tell the difference. Through a combination of Natural Language Processing (NLP) and Artificial Intelligence (AI), these tools can comprehend and process user input to discern intent, context, and meaning.

As conversational AI analyses keywords, phrases, as well as the context of the conversation, it can accurately determine how to respond, ensuring conversations flow smoothly and naturally.

Contextual understanding for personalised interactions

Conversational AI doesn’t just respond to queries; it remembers. These tools cleverly leverage context from previous interactions and relevant user information to create more personalised customer experiences. Whether it’s recalling a past order or a customer’s preferences, conversational AI technologies ensure every interaction feels tailored and relevant.

The contextual intelligence conversational AI delivers helps your contact centre agents respond more effectively, delivering quick, relevant answers that resolve the customer’s query and drive CSAT.

Conversational AI solutions empower continuous learning and performance enhancement

Conversational AI tools don’t just stop at providing answers. Being powered by AI, they continuously learn and evolve. After each interaction, the AI learns from customer feedback, behaviour patterns, and additional inputs. By incorporating this new data into its learning models, the system improves its performance over time, becoming even more accurate and effective in responding to your customer’s needs.

The endless benefits of conversational AI for your contact centre

The benefits of conversational AI solutions in a contact centre are vast and transformative. From automating repetitive tasks to handling routine enquiries, these tools free up human agents to focus on high-value interactions. This not only boosts agent productivity but also enhances job satisfaction, leading to a more engaged and efficient workforce with higher employee engagement and reduced attrition.

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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

Unlock profitability and growth with conversational AI in your contact centre

By streamlining operations, improving service quality, and enabling personalisation, conversational artificial intelligence helps businesses unlock upsell and cross-sell opportunities, enhancing profitability and customer experience. With the ability to scale easily, AI-powered solutions can adapt to growing demands, ensuring that your contact centre remains agile and responsive.

How does conversational AI work?

Lower operational costs with IVA

By leveraging intelligent virtual agents, businesses can lower operational costs by reducing the need for additional human agents to handle routine enquiries. This enables businesses to allocate resources more efficiently while still providing excellent service.

Real time guidance with Agent Assist

With Agent Assist, agents can receive real-time guidance and access to knowledge base articles during customer interactions. This ensures that agents are equipped with the information they need to provide fast, accurate service, ultimately enhancing the overall customer experience.

Reduce agent workload with Agent Assist

As a result of Agent Assist, customers receive quicker support, increasing satisfaction levels and agents benefit from streamlined processes and access to tools that bolster their service provision, fostering a positive working environment.

Identify sales opportunities using AI

Conversational AI can be used to identify upsell and cross-sell opportunities during customer interactions. By analysing customer data and behaviour, AI-driven assistance can suggest relevant products or services, turning customer returns into potential upselling opportunities.

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Opus provide a wide range of contact centre solutions

Our contact centre consultancy services 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.

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

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London Office

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