Customer experience is the key
Customers now demand more flexibility than ever in the way they communicate. With the advent of omnichannel technology, they expect to move seamlessly between email, SMS, phone or web chat, and then get a quick and effective resolution to their enquiry, across any channel they choose. It’s critical to offer customers the freedom and flexibility to engage with you across their preferred channel, helping you maintain the competitive edge.
At Incom-CNS, we understand that technology is the enabler, automating and streamlining customer communications with omnichannel capabilities. Partnering with leading providers Mitel and Gamma, our contact centre solutions are designed as a single platform to support both agent and customer self-service interactions, regardless of location. There is a wide range of solutions available to help you deliver outstanding customer service, as well as increase employee engagement and productivity.
Some of the many features of omnichannel contact centres include:
- CRM integration – powerful outbound dialling capabilities for quick and easy customer contact
- Self-service IVR – empower customers to serve themselves via phone, email or web with a virtual assistant style interface
- Advanced routing – tailor your incoming call routes to provide callers with more specific choices for their enquiry
- Multimedia handling – expands service options from voice-only solutions to support customers who want to communicate via web-based chat, email, SMS or social media
- Unified desktop – integrates presence, video and IM
- Integrated quality monitoring
- Call recording
- Workforce scheduling
- Historical reporting tools and real-time dashboards
In Incom-CNS and Mitel, we have the perfect partnership that enables us to fly the customer service flag and deliver a first-class service. Our customers can speak to the right person, first time and this level of service sets us apart from the competition.The Range Superstores
The Incom-CNS team takes a consultative approach, investing the time to fully understand each customer’s needs, which enables us to tailor solutions that consistently meet and exceed expectations.
- Award-winning solutions
- Dedicated team of experts
- Single point of contact
- All aspects of business communications
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.