Contact Centre Software That Scales With Your Evolving Needs
Make It Easy to Connect With Your Business
Even if, due to the multiplication of channels, the customer experience is increasingly omnichannel, voice continues to play a major role. Exceptional customer service still begins with the telephony system.
Depending on your organisational needs, Sitel Group® can implement an array of different telephony technologies — from fundamental to advanced — helping you rethink the way you serve your clients and utilise resources more effectively.
Implement the Most Effective Call Routing Strategy
Add Notes and Disposition Codes to Your Call Log or Customer Cases
Provide Agents With the Customer Information They Need
Improve Team Service With Call Recording
Optimise Customer Interaction With an Intelligent IVR
Smooth Out Call Volume Spikes to Improve EX and CX
Maximise Agent Productivity and Reduce Downtime
Develop a Trustworthy Relationship With Video Calls
Integrate With CRM and/or Other Third-Party or Internal Tools
With the Right Approach, Essential Technologies Can Become Transformative for Customer Experience (CX) And Employee Experience (EX)
Sitel® Automatic Call Distributor System (ACD) recognises, answers and routes incoming calls to the right agent, at the right time, regardless of location. Sitel® Robotic Processing Automation (RPA) applies the same principles to back office tasks, the two technologies attacking task progression times from both ends.
Sitel® Call Disposition offers fully customisable screens with qualification fields. Sitel® Digital Assistant, among its versatile applications, presents those form fields in the most efficient manner and predicts agent information requirements in real time.
Sitel® Call Recording becomes the first step in applying performance improvement and legal compliance policies, its potential maximised by CX Analytics customer interaction insights that enable CX and EX advancements at granular and enterprise levels.
Move Your Telephony System to the Cloud and Embrace a New Era of Unified Omnichannel Conversations
Cloud telephony, also referred to as hosted telephony or cloud calling, uses a Unified Communications as a Service (UCaaS) model to run business telephone networks over the internet. Unlike traditional PBX, Virtual EPABX systems can be set up at zero infrastructural cost and zero CapEx.
Cloud telephony is one part of the Cloud Contact Centre solution, which offers scalability, flexibility, ease of integration and cost control. The Cloud Contact Centre drives even greater efficiency and innovation for customer experience operations, giving your business the agility it needs to adapt to sudden changes in demand and expectation.
Choosing a cloud partner you can rely on is especially important. This is why Sitel Group® CX Technology experts are on hand to help you design, configure, implement and maintain a cloud telephony solution that is fully adapted to your business needs, in response to your internal and outsourced contact centre strategies.
Brands Are Moving at a Fast Pace
of consumers are just a single poor experience away from severing ties with your business (1)
(1) 2021 Global Contact Center Survey, Deloitte Digital
Learn more about the Sitel® Cloud Contact Centre solution.
Sitel Group®, Your Partner of Choice
The Sitel Group technology provider ecosystem is curated by experts, negotiated at scale, and tested in our worldwide Experience Lab of 160,000 agents. We pass on our expertise and cost savings to clients, bringing operational innovation to the contact centre and customer experience industry.
Our partnerships go from fully integrated technologies that enhance the capabilities of our own software platforms — niche solutions adapted to a specific market — to the latest technology innovations, and the most reliable and experienced solutions in the market capable of responding to your needs at scale.
Our Cloud Telephony System
AVAYA – NICE CXONE – RINGCENTRAL – GENESYS CLOUD – TWILIO – AMAZON CONNECT – VOCALCOM – DIABOLOCOM
“We work hands-on with our technology partners to provide the best cloud telephony solutions for our clients. Our roadmap brings operational innovations that facilitate and improve the agent and customer experience.”— Nicolas Raffin, CTO Software R&D, Sitel Group®