Inbound Call Centre Scripting Services | Ultracomms

Inbound Contact Centre

Deliver a fully joined up customer experience with Ultracomms’ fully featured inbound cloud contact centre solutions.

With simple implementation and integration with third party systems, infinite capacity, immediate scalability and a secure and reliable platform, Ultracomms’ cloud based inbound services can increase productivity and streamline your reporting processes at a lower cost to your business.

INTELLIGENT CALL ROUTING

Enhance customer experience by quickly routing interactions to the best available resource to meet their needs.

Ultracomms’ advanced skills based routing ensures that your callers are always greeted by the most qualified available agent, regardless of their location, enabling you to handle calls more effectively and improve overall advisor productivity.

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INTERACTIVE VOICE RESPONSE (IVR)

Provide a smooth and repeatable experience for your customers with dynamic IVR.

Our configurable Interactive Voice Response (IVR) application enables clients to create multi-tiered automated menus which can direct inbound callers to specific advisors, groups, designated sub-call flows, pre-recorded information messages, or even automated customer surveys.

When calls are transferred out of the IVR service to an advisor, information gathered can be made available to the advisor and transferred to other team members, streamlining data collection and protecting your overall customer experience.

CALL QUEUE MANAGEMENT

Give your customers a choice.

When inbound call volumes are high, Ultracomms’ SmoothQ service, enables customers to leave a message and have their call returned at a convenient time. The resulting call back is seamlessly integrated with existing inbound call centre services and outbound dialling campaigns so that the next available advisor is automatically allocated the call.

Calls can be routed based on agent skills, priority groups, number dialled, customer’s own number, first available advisor or to automated resources depending on individual customer needs.

CALL SCRIPTING

Increase first call resolution rates and reduce call handling times.

Our customisable HTML based call scripting can be integrated with a wide range of third party products (including Microsoft® Dynamics CRM, SAP applications and Salesforce CRM), ensuring calls are handled in the most effective way possible.

Ultracomms’ call scripting supports dynamic branching to ensure your agents always have the right information to handle each part of a customer interaction, maximising productivity, and helping you to deliver the best experience for your customers.

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CALL RECORDING

Your calls, at your fingertips, at all times.

Ultracomms records and stores 100% of calls to give you complete insight into your contact centre performance for quality management and compliance.

Securely stored on multiple servers, across multiple locations, Ultracomms’ call recording supports multiple search criteria such as name, date, CLI and advisor name, so you can retrieve your recordings in a variety of formats, from any location, within seconds.

With full encryption and DTMF clamping to ensure PCI-DSS compliance, your organisation can remain fully compliant with the FCA, DMA, Ofcom, ICO and other key regulatory bodies.

VIRTUAL RECEPTIONIST

Route your callers to the most appropriate resource, automatically.

Identifying the caller’s telephone number, or account information entered via an IVR, Virtual Receptionist integrates with your CRM to locate and route the call to the most suitable advisor to handle the call.

Avoiding manual routing of calls, your customers are connected to the most appropriate team immediately, improving customer experience, and maximising your advisor resources.

REAL-TIME MONITORING

Unique real-time performance monitoring, as part of the service.

Our team of experts proactively monitor campaign performance, alerting clients about potential opportunities to improve productivity, or when they identify performance issues such as long call queues and lost connections to internal systems.

Providing a comprehensive view of your contact centre KPIs such as campaign performance, abandonment rates, number of calls waiting, and average wait times, the web based UltraLive real time wallboard dynamically monitors the status of your contact centre activity.

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