Effortless customer & agent experiences
Help customers from anywhere at any time on any channel.
Intelligent Inbound Call Routing
When a customer phones into your organisation, our Intelligent Call Routing can automatically try to prioritise the routing to the agent they spoke to on their previous call.
When the agent receives the call, they will see all the notes and info regarding that customer as the smart Softphone will be linked to your existing database or CRM.
Seamless inbound contact centre
Connect on any channel
Deliver a better customer experience with smart routing
Maintain a single customer identification regardless of how they connect with you.
Connect customers to the best available resource
Create queues based on the language, agent expertise, or even particular channels. Automate and enable intelligent self-service.
Enable a better agent experience with a unified tool for all interactions
Give agents access to a single point of contact for all conversations that are accessible from anywhere and on any device.
Keep agents happy, engaged, and productive
Optimise everyone’s schedule
Your contact center team’s schedule should be planned and managed by traffic patterns, vacations, and training
Stay on top of service quality
Screen and voice recording, speech and text analytics, feedback forms, and fair agent scoring let you keep an eye on performance
See what’s working in real time
You can analyse sentiment, find brand advocates and detractors, view trending themes, spot patterns, and more with analytics for every encounter to enhance the customer experience.
Benefit from our powerful integrations
Smarter Service
Intelligent routing, conversational AI, agent assistance, and insights & analytics.
Company Collaboration
Simplify business communications with a single unified tool for all interactions.
Empowered Agents
Simplify forecasting, and scheduling, and monitor agent performance.
Performance Insights
Measure contact center performance with enhanced analytics.
Keep important conversations in one place
Connect with product experts across the organisation
Resolve problems quickly using a common directory, bidirectional presence synchronisation, and phone transfer/conferencing.
Engage hybrid and remote agents
With Intouch Communications video meetings, you can individually or in groups coach and teach both local and distant personnel.
Keep key stakeholders informed
Configure automated alerts and notifications to be sent to specific Intouch Communications messaging channels.
The Business Value of Intouch's Contact Center
Getting in touch with our team is easy.
We’re on hand &
ready to help.
One of our experts will contact you as soon as possible.
Getting in touch with our team is easy.
We’re on hand &
ready to help.
One of our experts will contact you as soon as possible.