Overview

Our Complete Contact Centre solution focuses on helping you to effectively manage how your customers communicate with you and to bring the right people together to improve the customer experience, increase staff productivity, and reduce costs and risk. THUS will help you do more than make contact with your customers efficiently. We’ll help you engage with them more effectively and flexibly. We will help you to personalise the customer experience and allow your customers to choose how they get in touch with you.

By integrating our contact centre systems with powerful analytical and reporting tools, we’ll help you respond appropriately to each customer contact and gain optimum value from the relationship.

Our Complete Contact Centre solution will unite your front and back offices, allowing you to deploy staff flexibly to meet peaks in demand, and ensure callers always speak to the most knowledgeable person – resulting in quicker, more fulfilling call resolution. Interactive Voice Response can dramatically cut agents’ time on calls, and help customers get the answers they want faster, saving costs and enhancing satisfaction.

At THUS, we understand your business pressures. We offer on-demand pricing that ensures you only pay for the services you actually use. We also help you reduce cost of ownership, and maximise return on investment. Our pragmatic approach helps you maximise the value of your existing assets, while creating a path to adaptable, future-proof solutions. By hosting your call centre on our resilient, dependable THUS network, we can ease the burden on your budget, and improve quality of service.

Benefits

Complete Contact Centre is designed to optimise your contact centre, and your sales and service campaigns. Using Complete Contact Centre, you can:

• Reduce costs – make better use of different communication channels, while improving service levels.
• Drive sales – stand out in a competitive market place by using highly targeted communications.
• Build loyalty – communicate with customers more frequently and directly.
• Provide flexibility – offer customers a choice of how they communicate with you, and respond to them using their preferred channels.
• Increase effectiveness – communicate proactively to maximise response rates, log customers’ communication interactions, learn more about them and tailor your communications to increase your returns.
• Improve effectiveness – handle high-volume communications, even over very short periods, and take pressure off your contact centre using pre-emptive and IVR messages.

Technical information

Complete Contact Centre is powered by STORM®, Europe’s largest multimedia, interactive communications platform, with the capacity to handle millions of interactive communications, using:

• Inbound and outbound voice
• SMS
• MMS (such as video to mobile)
• Predictive diallers
• Web
• Email
• Fax
• TV red button
• Interactive Voice Response (IVR)
• Automatic Speech Recognition (ASR)

Complete Contact Centre unites all your inbound and outbound contact channels into a single, fully integrated system that links into your databases. A simple web interface provides comprehensive reporting and easy control.