Inbound contact centre

Fully featured cloud-based inbound contact centre solutions

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Efficient call management solutions for your frontline team

Our inbound contact centre solutions maximise advisor resources and increase productivity. Simple to install and integrate with third party systems, Ultracomms’ inbound contact centre will streamline your customer journey.

Ipad Interface

Intelligent call routing

Enhance customer experience by routing your calls more effectively to the relevant agent/department:

  • Ensure your callers are always greeted by the most qualified available agent
  • Improve overall advisor productivity
  • Seamless customer journey to enable ‘first call resolution’

Interactive Voice Response (IVR)

Create multi-tiered automated menus to direct inbound callers to specific parts of the business:

  • Direct callers to specific advisors, groups, sub-call flows, pre-recorded messages and more
  • Information gathered through the IVR can be made available to the agent
  • Save time capturing data and avoid the need for customers to repeat themselves

Call queue management

Give your customers a choice when inbound volumes are high with our SmoothQ service:

  • Enable customers to leave a message and have their call returned at a convenient time
  • Seamlessly integrate the call back with existing inbound services and outbound dialling campaigns
  • Calls can be routed based on a number of factors, depending on your requirements

Call scripting

Increase first call resolution and reduce call handing times in the most effective way possible for your contact centre:

  • Maximise productivity and improve CX
  • Customisable scripting that can be integrated with third-party products
  • Supports dynamic branching to ensure your agents always have the right information to hand

Call recording service

Record calls and access them easily, at all times:

  • 100% of your calls are recorded and stored to provide you with complete insight into performance
  • Supports multiple search criteria so you can retrieve your recordings within seconds
  • Securely stored on multiple servers and locations.

Virtual Receptionist

Route callers to the most appropriate resource by integrating with your CRM:

  • Identify the caller’s telephone number or account information and route the call to the most suitable advisor
  • Customers are connected to the most appropriate team immediately
  • Avoid the need for manually routing calls and maximise advisor resources

Real-time monitoring

Have a complete picture of your contact centre KPI’s at all times, as it happens, through the UltraLive wallboard:

  • Proactive monitoring of campaign performance
  • The UltraLive wallboard can be configured to reflect any set of KPIs you choose
  • Real time reporting for your business

What our customers say

View testimonials

Finding a solution that increased the kept appointment rate whilst maintaining the ‘personal’ touch from GreenThumb was vital for us. Ultracomms fully understood our requirements and put the solution together in a really short space of time. We saw an immediate benefit to the business that’s helping us to reach more customers every day.

Jess Rose - Corporate Planning Manager, GreenThumb

Features of our flexible contact centre solutions

Our solutions

Customer Experience

Easy to deploy solutions that serve your customers across all channels for more successful campaigns and a great customer experience.

Simple Integration

Our omnichannel and secure payment solutions are simple to integrate with any telephony infrastructure, software or CRM system.

Productivity Gains

With customer-led feature development and proactive campaign monitoring, we’ll help you increase productivity.

Regulatory Compliance

Reassure your customers and reduce your business risk with compliant solutions for payments and all your contact centre needs.

Quality Management

Powerful analytics and real time monitoring, giving you the tools to define and refine agent behaviours, customer journeys and quality assurance.

Tailored Development

Our collaborative approach to development ensures the services we provide are tailored to fit your business needs; both now and in the future.

PCI SSC participating organisation

PCI DSS certified

Expertise comes as standard

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