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.

Knowledge Base Software for Contact Centre

Empowering contact centre agents with AI-powered knowledge base software

Our AI-powered knowledge management solutions (KMS) streamline operations, ensuring contact centre agents can access relevant information quickly and efficiently. With instant access to knowledge articles, FAQs, and documentation, agents can resolve enquiries faster, boosting productivity and enhancing customer satisfaction. A centralised knowledge base ensures that agents are delivering consistency across all customer interactions as well as delivering uniform and accurate responses, regardless of the channel their customers come through on.

Ensure agents deliver consistency to the customer via a knowledge base

As your contact centre expands, our AI-powered knowledge management solutions are fully scalable and grow alongside it. They efficiently manage large volumes of information, adapting to changing business needs without compromising performance.

By streamlining processes and reducing response times, conversational AI tools can identify and overcome operational efficiency improvements and ensure consistent service is delivered.

Get in touch

Provide personalised recommendations direct to your agents

By harnessing the power of AI algorithms to provide personalised recommendations and responses our knowledge base software solution can analyse customer data to tailor interactions, delivering relevant information and solutions that resonate with individual customers.

This level of personalisation enhances agent engagement as well as customer satisfaction and if implemented well, can help to reduce call time.

Built to improve CX and efficiency they'll help drive continuous improvement

Our AI-powered internal knowledge base software solutions analyse usage patterns and customer feedback, they also identify knowledge gaps and areas for enhancement. This data-driven approach empowers your contact centre to refine knowledge bases and further optimise agent performance over time to enable higher and more consistent levels of customer engagement. You can also easily integrate the AI knowledge management solutions into contact centre workflows.