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Contact Centre

Efficient call management across multiple sites and remote workers.

Great For

  • Call Centres

    Call Centres

  • Multi-site Businesses

    Multi-site Businesses

  • Remote Working

    Remote Working

  • Easy to Set-up

    Easy to Set-up

Benefits

  • Self-serve inbound solution designed specifically for the call centre market.

  • Highly scalable with no lineage or capacity restrictions.

  • No set-up charges for the basic service and low monthly rental.

  • Can be used with most number ranges/number types.

  • Rapid service set-up.

  • Business Grade assurance wrap.

  • Minimal training required.

  • Ideal as Disaster Recovery (DR) solution.

What is Hosted Contact Centre?

Our Hosted Contact Centre (HCC) is a virtual call centre solution enabling your business to cost-effectively manage in and outbound contact with employees anywhere. Whether they are based in an office, working remotely or from home. It includes useful features like customisable dashboards in a wall-board view and call routing. It also provides real-time and historic reporting as well as disaster recovery management. All without the expense of infrastructure and hardware.

As its cloud-based, our Hosted Contact Centre offers a number of great features for Disaster Recovery, (DR) making it ideal to maintain business continuity in the event of something like a network outage or a natural disaster. Using the web-portal and in-built features our Hosted Contact Centre can be brought online within minutes to supplement your existing site-based hardware or it can be used as a complete replacement. Once the crisis is over, it can easily be switched back to sleep mode.

It’s so flexible, this self-serve application allows you to configure your own HCC service, so you can create a new agent, add a call script or an IVR etc… You can also manage service configurations through our secure web portal which can be accessed using a username and password.

The Details

Hosted

Another huge advantage of this hosted solution is the elimination of customer-premises equipment (CPE), freeing up space on your premises and eliminating any power or maintenance issues.

Management

Hosted Contact Centre supports secure access from any location, so you can effortlessly manage multiple sites or scale up quickly to meet seasonal demand anytime, anywhere. This fully-managed service is integrated within our Next Generation Network and provides a secure, hosted service with a resilient network, built-in firewalls and security for peace of mind.

Training

Product (Admin) training is available as distance learning, on a ‘train the trainer’ basis.

Face-2-Face training is available on request through the TTB product support group.

Service Features

  • Routing Management
    • ACD/Skills based routing
    • CLI routing
    • IVR Menus
    • Network queuing with priority queuing option by NGN
    • Disaster recovery
    • Call recording
    • Telephone management interface
  • Real-Time monitoring and incoming call information
    • Customisable dashboards (wall-boards)
    • Agent console with status and incoming call information
  • Real-Time and historical reporting
    • Calls, performance and audit reporting
  • Administration
    • User management
    • Agent management

Hosted Contact Centre supports our strategic plan to provide more support lines wherever there’s a recognised need, so we’ll be using it more around the country in response to incidents.

Emergency Planning Officer, British Red Cross

Related

4 Steps To Your New Hosted Contact Centre

  • Sales consultation
  • Quotation and project approval
  • Service Set-up
  • Service Go Live

Our Next Generation Network

  • 95%

    UK coverage

  • 99.995%

    Network reliability

More on Our Network