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Transforming your business with cloud-based contact centres

The number of businesses moving to Cloud contact centre solutions continues to rise. Businesses typically spend a large percentage of their marketing budget encouraging potential customers to call. The experience customers have when they make the decision to contact a company, can make or break the campaign success.

Callers are likely to hang up if kept waiting or if they’ve been sent to the wrong department. When they do hang up, it’s highly unlikely that they will call back. Managing your customer calls, especially during periods of high demand, can put a strain on resources, but it’s important to get it right.

More and more businesses are relieving this strain by employing the services of a contact centre. They offer the perfect solution for ensuring great customer experience and allow members of your business team to use their time more efficiently. Our Cloud-based contact centres support businesses by providing flexible, professional services, tailored to the specific needs of your business.

Advantages of cloud-based contact centres

  • IVR (Interactive Voice Response) allows you to create specific scripts when customers give the reason for their call. They can then be diverted to the relevant information, with no queuing system needed.
  • Priority response means you’ll never miss calls from your most important customers.
  • Advanced routing: the system will decipher the nature of the call, then divert to the appropriately skilled agent.
  • Unified desktop enables call agent teams to work smarter and more collaboratively. They can see when other agents are busy, manage call back requests and pass on messages.
  • Increased demand can easily be met by with additional resources. If callers are in a queue, they will be greeted and updated by auto attendant messages. You can specify the choice of music you’d like them to listen to.

Multimedia handling

One of the challenges for businesses today, is that there are many different ways for customers to make contact: email, instant message, phone call, web chat and social media. Customer service teams need up to date information when accessing customer information and contact history.

Our cloud telephony systems handle all channels of communication in one place and offer instant access to your customer information as a call comes in. This helps to build customer trust and confidence as the agent taking the call appears knowledgeable and professional.

Sales teams can also take advantage of the integrated CRM system; to access the most updated information when contacting customers.

Motivating agent teams

We know that you will get the best service for your business if call agents are highly trained and motivated. We supply our call centre departments with dynamic wallboards, which are highly visual and used for internal communications and information.

Agents have everything they need at their fingertips, to answer calls from your customers with confidence. This ensures a great experience for your customers and a great service from your call agents. Ultimately, this can only be good for your business.

Advanced performance reporting

As well as unifying communications, our cloud telephony systems enable real time reports to be created. By viewing up-to-the-minute statistical and geographical data, you can assess all call centre activity, as can the supervisors managing your agent team.

Our systems are ultimately flexible and scalable. Additional resources can be added to respond to increased demand. Services are provided on a pay for use basis, rather like traditional utilities, such as gas and water. This enables your business to focus resources when and where they are most needed.

This efficient approach to handling customer contact will streamline processes. The result, numerous cost savings, meaning a great ROI for your business.

To find out how our cloud based contact centre solutions could benefit your business call 0161 788 0000

Get in touch


0161 788 0000

We pride ourselves on offering businesses award-winning customer service and first-class advice on every aspect of business communications. We would love to learn more about you and your specific communications needs, so please get in touch.


Manchester University NHS Foundation Trust

The Trust has a long-standing relationship with Incom-CNS and considers them an important partner. The Mitel solution has delivered the increased resilience required for our critical services.

Premier Holidays

The Mitel solution from Incom-CNS has helped us to save money, improve our flexibility to manage seasonal demands, increase our efficiencies and deliver exceptional customer service.

The Range Superstores

Our customers can speak to the right person, first time, and this level of service sets us apart from the competition. In Incom-CNS and Mitel we have the perfect partnership.

Harley Medical Group

Throughout our relationship, I have found Incom-CNS to be very helpful and professional. I would not hesitate to recommend Incom-CNS to other companies.

Stafford and Rural Homes

The Mitel system from Incom-CNS will pay for itself in two years through significantly reduced management costs and savings on our telephone bill in the order of 20%.

Nine St John Street Chambers

We have worked with Incom-CNS for twenty years and trust their advice and technical capabilities. The Mitel platform is a reliable solution that meets our current and future requirements.

Ison Harrison Solicitors

Put simply, the Mitel Unified Communications solution deployed by Incom-CNS delivers less complexity, ease of use and a much lower total cost of ownership to Ison Harrison.

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