More than ever before the experience that you deliver to your customers is critical. With expectations high, you need to be responsive when they expect you to be and to engage with customers over the communication method they prefer.
At Belico, we have extensive experience of deploying contact centre technology that not only transforms you customer experience, but also the agent experience. This technology significantly improves and the visibility and insights delivered to the business.
We help our clients transform customer experience by leveraging technology to engage over any channel whether that be by telephone, SMS, chat, social media, email, or video.
Our expertise in cloud contact centre solutions enables us to advise you on the ‘art of the possible’ and to select the platform that best meets your needs both now and in the future. Our experience of working in this environment enables us to assist you in configuring your solution, defining intelligent routing, and blending channels across your contact centre.
Effective contact centres are those that seamlessly integrate every part of their environment. This is where Belico brings a wealth of experience.
Multi-Channel Contact Centre
Workforce optimisation is key in ensuring you continually train and develop your agents, align agent shifts to projected demand, and drive quality management.
Our experience extends beyond the core contact centre platform and includes: interaction recording, quality management, workforce planning and management and agent training.
We have a vast experience of the leading solutions and how they work with the CCaaS platforms and cloud contact centre solutions. This enables us to guide you on your journey and assist you in delivering a tightly integrated solution.
Workforce Optimisation
We can provide speech and text analytics services, to deliver the best possible customer experience required for you to truly understand your customers, their needs, and their preferences.
Our contact centre experience includes voice of the customer solutions, such as speech analytics and text analytics. These enable you to analyse every customer interaction and identify why customers are calling, their expectations and how you are performing against these expectations.
We can advise you on what is possible and help you to select, deploy and integrate a solution that best meets your needs.