Challenges
A customer team that has outgrown its phones
Your team takes more calls than the phones were set up for. Queues, recording, reporting and CRM integration put that right.
The challenge
Your customer team has grown, but the phones were set up when it was a few people. Calls queue in the wrong place, team leaders cannot see waiting times or missed calls, and agents ask callers who they are because the CRM sits apart from the phone. When a customer disputes what was said, it comes down to memory.
What we would do first
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Plan how calls reach your team
Call flows, queues and routing planned with your team, so each call is sent to the right agent.
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Connect the phones to your CRM
Computer telephony integration connected to your customer or CRM system, so agents see who is calling and their history before they answer.
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Record calls, with access controlled
Calls recorded by rule, user or line, in encrypted storage with access limited to authorised people and a retention period you set.
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Give team leaders the numbers
Dashboards and reports on call volumes, waiting times, missed calls and agent performance.
The services that apply
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Contact centre and CTI
Contact centre tools and computer telephony integration, so every agent sees who is calling and their history before they answer.
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Call reporting and recording
Call recording and reporting that show how your phones are really used, and keep a secure record of what was said.
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Mitel MiVoice Business
A unified communications platform for voice, messaging and collaboration, installed and supported by our own engineers.
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Microsoft Teams
Business calls inside Microsoft Teams, next to the chat, meetings and files your staff already use, supported by Odyssey.
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Hosted voice and SIP
Hosted telephony with auto-attendants, call routing and voicemail, or SIP lines for the phone system you already have.
A client who has been here
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Client story, Logistics and ports
PD Ports
A two-year overhaul replaced several telephony suppliers with one Mitel MiVoice Business system across PD Ports' sites.
Read the story →
Questions people ask
Which contact centre platforms do you work with?
We work with Mitel MiContact Center for multi-channel contact centres, and with contact centres in Microsoft Teams, with Microsoft Dynamics integration. Tell us what you use and we will confirm.
Is call recording allowed under GDPR?
Yes, with safeguards. Recordings must be stored securely, access limited to authorised people, and callers told that calls may be recorded. We set recording up with those controls.
What is computer telephony integration?
CTI connects your phone system to your customer data, so when a call arrives the agent sees who is calling and their history on screen.
Can team leaders see waiting times and missed calls?
Yes. Dashboards and reports show call volumes, waiting times, missed calls and agent performance.
Who can listen to our call recordings?
Only the people you authorise. Calls are recorded by rule, user or line and kept in encrypted storage, with access controlled and a retention period you set.
Talk to a human about your customer team's phones
Call and we answer within three rings. Or tell us what you need and we will call you back at any time.