Ireland Newest Contact Centre
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Technology:

Service Automation Technologies – Through technology and web enabled solutions we deliver Voice Recognition, Web Chat, Web Call Back, Social Media Monitoring, Document Management and Online Applications.

 

Bespoke Application Development – We build software applications that are designed to improve the customer experience, the overall service delivery and the cost to serve efficiencies.

 

Contact Centre Infrastructure – We provide a full suite of contact centre technology solutions including Self Service Telephony, Intelligent Voice Recognition (IVR), Outbound Dialler Solutions, Resource Planning, BPM (Workflow and Business Rules) and Document Management Systems. This world class Call Centre infrastructure is available to our clients on a bespoke basis.

 

External Communications Infrastructure – We have complimented the normal Eircom telephony fibre network with a secondary fibre network supplied by Hibernia Atlantic (Project Kelvin). This means to the customers that we can offer a near 5 9’s uptime as we can redirect voice and data traffic over either circuit decreasing down time to a minimum. Always ask your outsourcing partner how they would deal with an Eircom outage that affects half the country – can they switch to a completely different provider with no shared equipment?
 

Integration Services – We use Computer Telephony Integration (CTI) into client systems such as customer relationship management (CRM) which can screen pop customer details saving valuable agent time, Intelligent Voice Recognition (IVR) and Document Management.

 

Systems and Database Support – We have the in-house capability to support and maintain client production systems that are used for customer service delivery.

 

Software as a Service (SaaS) – We provide a key technology service to our clients by delivering integrated and on-demand business applications such as Customer Relationship Management (CRM) and Document Management in conjunction with our technology partners. All without the need for additional infrastructure investment.

 

Security – We provide a really secure environment for our clients using software such as Endpoint Security and Data Loss Prevention.  We also use firewalls and appliance management devices to ensure our desktops stay fully patched.

If you do build a great experience, customers tell each other about that. Word of mouth is very powerful.

Jeff Bezos, CEO Amazon.com