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
What Is a Contact Centre?
A modern contact center is more than a traditional call centre. It is a unified communication hub designed to manage inbound calls, chats, emails, and social media interactions within a single platform. Using advanced routing logic and IVR systems, your business can effectively connect customers to the right resources based on their customer intent and interaction history.
By consolidating all communication touchpoints and leveraging CRM data, businesses can tailor service to customer needs — empowering agents with the context necessary to deliver exceptional service.
Benefits of a Modern Contact Centre for Your Business
Switching to a cloud-based contact centre delivers five key benefits for businesses seeking to improve customer engagement and operational efficiency:
-
Intelligent call routing ensures inbound calls are directed based on caller ID, customer context, and routing logic to the best-suited agent or self-service option.
-
Support for high volume calls and omnichannel interactions provides flexible, scalable customer service.
-
Empower agents with real time dashboards and actionable insights into agent performance and customer sentiment.
-
Increase customer satisfaction by delivering consistent, personalised service informed by crm data and interaction history.
-
Reduce costs with self service options and AI-enhanced automation that improve efficiency and business operations.
Intelligent Call Routing & Omni-Channel Support
Intelligent Inbound Call Routing with CRM Integration
Our smart routing system automatically prioritises incoming calls, leveraging CRM data to provide agents with full customer context and past interaction history. Whether the caller is a first-time customer or a returning user, our platform determines the right routing path — improving first contact resolution and ensuring happier customers.
Omni-Channel Customer Engagement & Seamless Channel Switching
Customers expect seamless service across multiple digital channels. Our system maintains a unified caller ID and customer profile, so switching between voice, chat, or bot encounters keeps context intact. Whether using IVR systems for self service or connecting to a live agent, every customer touchpoint is tracked for improved customer experience.
CONTACT CENTRE
Connect On Any Channel
Deliver a better customer experience with smart routing
If a customer switches channels during an encounter, such as from a live agent to a bot or a voice call from a digital interaction, maintain a single customer identification regardless of how they connect with you.
Connect customers to the best available resource
Create queues based on the language, agent expertise, or even particular channels. Automate and enable intelligent self-service. With automatic call back, call abandonment is decreased.
Enable a better agent experience with a unified tool for all interactions
To make customer involvement simpler, give agents access to a single point of contact for all conversations that are accessible from anywhere and on any device.
EMPOWERED AGENTS
Keep Agents Happy, Engaged, and Productive
Optimise 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 organisation
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 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 messaging channels.
Why Choose IT Support Guildford for Your Contact Centre Needs?
As your local partner, we provide:
Tailored, cloud based contact centre solutions that scale with your business needs.
Integration expertise with crm data and existing business tools.
UK-based support and personalised onboarding to help your team effectively use the right technology.
Proven systems designed to improve agent performance, customer engagement, and overall satisfaction.
Key Metrics & Business Value of Our Contact Centre Solutions
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 personalise 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.
Get Started with Our Intelligent Contact Centre Solutions
Ready to transform your customer service and streamline business communications? Contact IT Support Guildford today for a free consultation and demo of our advanced contact centre technology.
📞 Call us: 01483 310150
📧 Email us: hello@guildforditsupport.uk
Or complete the quick form to request a call back.