VIA Contact Centre lets you record all calls to and from the contact centre, download the recordings instantly and store them for as long as you need – from one month to 10 years. We can also provide FCA-compliant call recording if needed.
Connect callers with the most appropriate agent very time, using skills-based routing and SAS. By putting callers through to the right agents, quickly, SAS increases first-call resolution rates, reduces costs and improves customer satisfaction.
You can route calls to agents based on their skill level (out of 100), activity level and availability. You can also prioritise customers or calls, putting them at the top of the queue or directing them to a specific agent.
VIA Contact Centre helps to reduce waiting time for callers and direct them to the most appropriate agent. But if they do need to queue, you have the option of playing them a useful message while they wait.
See the status of agents and queues in real-time using the interactive wall boards built into the management portal.
Need to build a relationship with certain customers? There’s the option for agents to give callers their unique DDI. These calls would bypass any queue and allow the customer to speak with the right agent straight away – improving call resolution rates and keeping satisfaction levels high.
Use the management portal to change outbound caller IDs. This function can be used to increase the number of calls answered by the contact centre as well as to prevent unwanted calls going directly to agents.
VIA Contact Centre is based on Skype for Business, so it gives you added click-to-call functionality. It works with any CRM, saving your agents valuable time and increasing productivity.
Connect with your customers in confidence, anywhere you are. All calls are encrypted so you’re getting the highest possible level of security.
VIA Data Query shows you how you’re using unified communications. It shows all interactions including voice call, instant messaging, video calls and data sharing, helping you understand usage across the organisation and get the very best out of the system. We’ve also created off-the-shelf tools to import this data to external systems such as SQL, Excel, PowerBI and external CRMs.