Transform customer and employees experiences through intelligent routing, conversational AI, agent assistance, and insights & analytics.
Smarter Service
Simplify business communications with a single unified tool for all interactions.
Company Collaboration
Provide agents with AI tools to enhance engagement and solve customer problems. Simplify forecasting, and scheduling, and monitor agent performance.
Empowered Agents
Measure contact centre performance with enhanced analytics to drive contact centre improvements.
Performance Insights
Intelligent Inbound Call Routing
When a customer calls your organization, our Intelligent Call Routing system can automatically prioritize the call to the agent they previously spoke to.
When the agent answers the call, they’ll have access to all relevant notes and information about the customer, thanks to the smart Softphone being linked to your existing database or CRM. This ensures a seamless and efficient customer experience, with all the context the agent needs right at their fingertips.
CONTACT CENTRE
Connect On Any Channel
Deliver a Better Customer Experience with Smart Routing
Ensure a seamless customer journey by maintaining a single customer ID, even if they switch channels during an interaction—whether transitioning from a live agent to a bot or from a voice call to a digital interaction.
Connect Customers to the Best Available Resource
Create specialized queues based on language, agent expertise, or specific channels. Automate and empower intelligent self-service options, and reduce call abandonment with features like automatic callbacks.
Enable a Better Agent Experience with a Unified Tool for All Interactions
Simplify customer engagement by providing agents with a single point of contact for all interactions, accessible from anywhere and on any device, enhancing both agent efficiency and customer satisfaction.
EMPOWERED AGENTS
Keep Agents Happy, Engaged, and Productive
Optimize everyone’s schedule
Your contact centre team’s schedule should be planned and managed by traffic patterns, vacations, and training.
Stay on top of service quality
Screen and voice recording, speech and text analytics, feedback forms, and fair agent scoring let you keep an eye on performance.
See what’s working in real time
You can analyse sentiment, find brand advocates and detractors, view trending themes, spot patterns, and more with analytics for every encounter to enhance the customer experience.
COMPANY COLLABORATION
Keep Important Conversations In
One Place
Connect with product experts across the organization
Reach out to SMEs throughout the entire organisation to resolve problems more quickly using a common directory, bidirectional presence synchronisation, and phone transfer/conferencing.
Engage hybrid and remote agents
With Intouch Communications video meetings, you can individually or in groups coach and teach both local and distant personnel.
Keep key stakeholders informed
Configure automated alerts and notifications to be sent to specific Intouch Communications messaging channels.
The Business Value of Intouch's Contact Centre
48%
Increase in customer satisfaction
53%
Increase in employee satisfaction
25%
Increase in average revenue per agent
46%
Increase in revenue growth rate
43%
Increase in first contact resolution
30%
Decrease in cost to serve
Tailor Every Experience
Integrate popular CRMs to personalize service for customers. Automatically surface purchase history, past interactions, ticket status, and more. Get the full picture and connect to any proprietary CRM or other back-end systems.