White Papers & Press Releases

Introducing a multi-channel call centre platform is a major undertaking and the speed and effectiveness of how quickly the agent can learn how to use it, is a key success factor. This paper highlights the attributes the platform requires to support both the agent training needs through the various stages of their career with the contact centre and the company objectives for continuous improvement.

ContactOne’s white paper is focussed on contact centre call recording and how you combine it with Sensitive Authorisation Data and be compliant. With many technical and descoped solutions operating at an ‘arms-length’ from agents, we explore how an emerging paradox can be overcome, that of providing a good customer experience for the agent to take card payments without exposing them to the actual card data itself.

The Value of Transparency in Multi-Media Contact Centres. Nearly every contact centre would like a first-time caller resolution, be it for a purchase or a customer complaint. It’s good for customer satisfaction and their experience in dealing with you. Best of all it optimises the call handling time for the business.

To meet the needs of their expanding contact centre Bierce Surveying Limited has successfully installed ContactOne’s Multi Channel Contact Centre. ContactOne’s cloud-based solution met Bierce’s requirements for a platform that is easy to use, provided data which went beyond those offered by conventional PBX solutions and support future requirements for additional contact channels for their business including email, web chat and social media channels such as Twitter and Facebook.

Taurus Insurance Services Limited took a major step toward digital transformation with the implementation of ContactOne’s multi-media contact centre platform. This new platform allows Taurus to easily add additional contact routes into their business over traditional voice including email, web chat and social media channels such as Twitter and Facebook.  In addition, the platform provides extensive Management information and reporting, which can be used to enhance operational effectiveness.