Civica - Contact Centre

Contact Centre Solutions

The most successful Contact Centre systems help provide high quality customer service whilst making sure that staff are used as efficiently as possible. As telephone is the preferred means of contact for most organisations’ customers, it is essential for service orientated businesses to ensure that the correct contact handling systems are in place.

The Varney Report suggests that organisations can improve service to their customers and reduce operational costs by offering a range of contact options.

Civica Connect can provide contact handling systems ranging in size from a few users to large enterprise scale systems according to our customers’ needs.

Applications included in our contact centre suite are:

• Automatic Call Distribution (ACD) - Distributes incoming calls to the most appropriate group of agents based on the service required.

• Voice Recording - Tailored voice recording solutions to ensure that you comply with legal requirements by and providing excellent quality management, reporting and agent training tools.

• CTI (Screen popping) - Customers are served more efficiently as relevant information is readily available to the agent.

• Call Management & Reporting - Contact Centre Managers are able to obtain detailed information on the performance of their employees, identifying areas for improvement, leading to an improvement in customer satisfaction.

• Interactive Voice Response (IVR) - Using an automated system to take information from your caller, or to deliver information to them reduces the work load of your busy contact centre staff.

• Customer Satisfaction Surveys - Our unique solution is designed for easy set up and provides customer feedback, real-time & web based, to help you manage your customers’ experiences effectively.

To find out more call us on 0845 345 4282