Hosted Contact Centre Solution

Seamlessly manage your contacts across voice and digital channels

Hosted Contact Centre Solution

Seamlessly manage your contacts across voice and digital channels

Analysis and Insight

Every customer contact, across every channel, feeds into a series of Analysis wallboards showing buzz volume, trending topics and overall sentiment. Supervisor dashboards then show a range of performance KPIs for each channel.

Universal Queue

All customer contacts, across voice, email, live chat and social media channels, enter our platform through a universal queue. Advanced workflow then distributes each contact effectively across a team of multi-skilled agents.

Agent Workplace

Agent workplace helps agents to review new contacts, conversation history, notes and customer details before responding through public or private messages and updating the record status. Full CRM integration is available.

Inbound/Outbound Voice

Manage your voice enquiries through network level IVR, call queuing and skill-based routing. All calls are tracked in real-time, with PCI compliant call recording, and full use of agent workplace to manage, tag and resolve calls.

Digital Channels

With DigiDesk you can manage all your customer’s digital interactions (across Email, Chat, Social Media and SMS channels) through a team of dedicated or blended agents, with real-time stats, KPIs and performance reports.

Integrated CSAT

DigiDesk has an integrated CSAT solution, with post-interaction surveys available across voice, email, chat and social media channels. This enables you to track agent performance and monitor customer satisfaction, across channel.

Analysis and Insight

Universal Queue

Agent Workplace

Inbound/Outbound Voice

Digital Channels

With DigiDesk you can combine your digital channels (Email, Chat and Social) and distribute customer contacts across a team of dedicated or blended agents, with real-time stats, in the form of Agent SLAs, KPIs and performance reports

Integrated CSAT

Live Chat

Live chat sessions can be initiated from your website and managed by the universal queue. Agents can accept multiple chat requests and engage with your customers in real-time. The full chat session is recorded in our audit trail.

Live Chat

Social Media Monitoring & Engagement

We monitor all social media channels to help identify and prioritise customer service tweets, posts and comments. Agents can effectively respond through public and private messaging to resolve social customer service enquiries.

Social Media Monitoring & Engagement

Email Management

Customer emails can be distributed across a team of dedicated or multi-skilled agents. Agents can review the conversation history, any agent notes and customer record, before responding via free text or branded templates.