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Contact centres are becoming indispensable business tools in every industry. Whether located on or off site, they act as an extension of your organization, which is why you need to ensure you have a system in place designed to maintain high levels of quality and service.
Activo provides integrated contact centre solutions for businesses of all types and sizes, making sure you have the behind-the-scenes supports you need like QoS requirements and ample trunking as well as front-end capabilities like skills-based routing and multichannel (or omnichannel) communications. We work with industry-leading suppliers like Cisco, Avaya, and Mitel and provide on-premise contact centre solutions or host off-site through contact centre as a service (CCaaS) offerings.
Advantages that come with employing an on-premise contact centre solution include:
This can be a sensible option for enterprises wishing to:
Depending on your needs, you may consider a hybrid approach—retaining some of your contact centre tools and applications on premises while having others located off-site or in the cloud. This path allows you to enjoy the best of both worlds and is especially suitable for organizations looking to gradually transition away from on-premise contact centre solutions.
Skills-based routing is set up to match callers with the most qualified representatives. Depending on your needs, you can create rules that segment callers based on attributes like:
The benefits associated with skills-based routing include shorter wait times, faster issue resolution, and less general training required for representatives.
In addition to voice, contact centre solutions can also enable representatives to communicate with customers through mediums like email and instant messaging.
Trunking works behind the scenes to optimise network performance. In determining how many trunks you need in place, there are two main factors you need to consider:
To discuss your unique needs in more detail, we invite you to get in touch today.
Quality of Service (QoS) is the ability to deliver improved service to select traffic transmitted over your networks, the ultimate goal being to provide dedicated bandwidth [Link to bandwidth page]and control over jitter and latency.
QoS is vital for voice communications. If voice packets are delayed, interrupted, or dropped when networks become busy and clogged with traffic, that negatively impacts call quality and makes conversations choppy. A QoS helps to minimise packet loss and maintain standards even during the busiest network periods.
We build your network, putting the necessary hardware, software, network, and controls in place to make systems work harmoniously together.
The Age of the Information Society is turning disparate platforms into interconnected, interoperable, and smart networks. We work with you to ensure you are able to take full advantage of emerging trends.
Our highly trained and certified technicians monitor, maintain, and enhance your networking infrastructures throughout their lifecycles—saving you time and money while minimizing risk.
The COVID-19 pandemic has impacted every single one of us. In these testing times, our executives and leaders need to come together and support those...Read More