The next generation of Contact Centres offers efficiency and cross platform management
With over a decade of experience of delivering robust contact centre solutions to a range of industries, incovo use this experience in designing and process efficiency, we are able to improve the customer's experience. The continuous development of technology has meant that customers now use a broad range of communication channels to interact with businesses such as social media and webchat and incovo have been able to utilise these platforms to provide bespoke end-to-end solutions.
The next generation of Contact Centres
Digital multi-channel customer service channel is now an established and expected means of customer service and if you are not offering a variety of interaction channels then you could face falling behind competition as these become the more commonplace.
Improve process performance
Agent performance can be improved and resources directed appropriately with the use of historic and real-time analytics.
Business Advocate - Customer support processes can be aided to give preferential priority to specific queries or customers
The use of a single interface to manage up to 6 interaction channels
Deploy and manage with ease with a single interface that allows for:
Managing Contact Flows
To find out more about implementing a shift to the next generation of Contact Centre
contact us at firstname.lastname@example.org or
call us 0845 450 8400
incovo are able to offer the latest in speech analytics software that utilises phonetic speech tools to identify key words and phrases within call recordings. These words and phrases can then be logged and searched to help build performance and insight analytics, monitor quality assurance, and manage and mitigate risk. Use the data to identify and address any problematic areas, and make the changes needed to deliver a premiere customer experience.
incovo Contact Centre Process Analysis
incovo have a tried and tested method for Contact Centre process improvement
10 years experience of all of the above to ensure an end-to-end solution
A typical incovo CC process efficiency plan
Call verification - identify caller requirements at the start of the call to minimise waste.
Website app for callback during high call volumes.
Self-service - Adding other channels to help alleviate caller queuing.
Call overflow - redirecting calls at peak volumes to increase capacity and reduce waiting times
Combine feedback + monitoring to maximise staff training and efficiency
5 Naysmith Court
Houston Industrial Estate
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ICT Consultancy Solutions
incovo is a communications technology integrator of leading unified communications, infrastructure, integrated network and document management solutions throughout the UK. Our focus is creating dependable, cost effective business communications solutions that ensure a variety of methods of collaboration to meet the ever changing market conditions.