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Hostcomm Omni-Channel Contact Centre

Omni-Channel Contact Centre

Give your clients consistently great service however and whenever they choose to contact you

Deliver superior client service consistently across your organisation

  • Develop better relationships with your clients by letting them decide how to communicate with you and when.
  • Quickly transform your customer service by improving agent productivity, client engagement and real-time transaction visibility.
  • Reduce operational costs with a simplified system which enables fewer support and administration staff to achieve your organisations goals.

Customers that are using Hostcomm's Services

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Key Features of our Contact Centre

Omni-channel solution

A complete blended omni-channel inbound / outbound solution from a single supplier, reducing your operational costs and admin overhead.

Learn more about Omni-channel

Integrated AI Chatbot

Up to 85% of your customer service requests can be completed by a chatbot, 24 hours a day. This will improve client engagement and reduce your operational costs.

Learn more

Integrates with your SIP PBX

No need to rip out your existing PBX or call centre. We can send WebRTC phone calls from your website to your existing systems.

Ease Queue Congestion

Hostcomm’s omni channel contact features such as chat, chatbots and queue call backs eradicate long queue wait times by giving your clients an alternative quicker way to get what they want.

Integrate Your CRM

We can integrate with your CRM database and back-off systems and include features like "click to dial" or screen pop of client records.

Analytics & Reporting

Generate Real-Time reports for campaign, data and agent performance. And our advanced wall boards provide an overview for the whole team.

View Our Contact Centre Pricing

Use our contact centre solution pricing calculator to work out the cost of our ideal plan.

 Hosted Contact Centre Pricing

Omni-channel Communications

Hostcomm’s omni-channel cloud contact centre will deliver a great, seamless experience for your clients regardless of their preferred touchpoint. Your service staff will have a simple web interface from which they can handle voice calls, chats, SMS, emails, video, social media, chatbots and WebRTC calls.

Hostcomm Contact Centre Agent Interface

Hostcomm Contact Centre Interface

Benefits of Omni-channel

  • Your clients will receive consistently great service from your web site, social media and web applications regardless of how and when they choose to contact you.
  • By adopting new technology like chatbots and WebRTC you can differentiate your brand and prove that you care about your client's experience.
  • Reduce operational costs by having the same chat or chatbot user interface across all of your channels eg web site, Skype, Slack, Facebook & Twitter.
  • Respond to service problems much more quickly with real time monitoring across all of your communications channels.

  • Extend the life of legacy investments with slick integration to various systems like your SIP PBX, ticketing system and messenger platforms.
  • Increase sales by proactively engaging visiting clients using chat and chatbots 24 x 7 from any channel.

Call Routing

Intelligent call routing can transform a potentially bad customer experience into successful and positive one. It means your agents are prepared for the next conversation and is much more likely to end with a satisfactory outcome for your customer.

Using Hostcomm's Intelligent Call Routing system, calls can easily be routed according to different variables including agent skills, campaigns, call priorities, telephone numbers or geographic origin. We’ll help you determine the best call routing strategies for your call centre and we’ll help you set it up.

Call Routing Methods

Flexible routing options

Direct routing, otherwise known as hunt groups, is the standard model for routing direct calls and is a great option for companies just getting started.

When your customers call a single number, the call gets distributed over several phone lines, which means less customer waiting time. These groups can be spread around the country or the world or even to agents working from home.

Route calls to the right agents

Some agents can be reluctant to take calls for whatever reason. Using Least Idle routing, the system can place calls to any agent who has been waiting the longest to take one.

And with Least Occupied routing, the next call is sent to whoever’s been least used throughout the day. This is a great way of preventing agents from putting themselves at the back of the queue.

Route calls to your best agents

Skills-based Routing is a way of routing calls to your most qualified agents. Intelligent call routing can allocate a specific number to agents - usually from one to ten - to denote their skills in a particular area.

This ensures your customers get through to an agent who is best placed to resolve their query. This method also protects new or less experienced staff from high call volumes as they gain knowledge and experience.

Set up call priorities for VIP customers

At busy times, it’s easy to route calls to additional call centre agents who are working in different areas or campaigns, or even different call centres.

Some customers may be more important to your company and require a faster response. Hostcomm can set up call priorities so the caller ID of a particular VIP customer is recognised and given higher priority.

Route calls by caller location

Call routing can tag each call with an indication of its origin. For example, the call may come from France and the system will alert the agent so they can answer in the appropriate language.

If required, the system can also play a short message to tell the agent where the call has come from before they're connected.

Tag calls by your business needs

Another way of helping and alerting the agent to the type of call they're about to receive is through a colour coding process. The call routing system can colour-code the inbound call based on information that you set up.

This could include location, product type or VIP customer and the agent knows instantly how to respond. Colour coding works well because agents can process this information faster than by reading a message.

Let customers choose an agent

Our inbound call routing system can give callers the option of selecting the agent they wish to speak to. If the agent’s already on a call, they'll be able to see that a queue is forming and react accordingly.

Hostcomm can provide callers with a unique PIN, allowing them to be routed through to a specific team.

Redirect nuisance calls

On occasion, call centres can receive nuisance calls. Not only can they be distressing for your agents, but can also have a negative impact on the overall customer experience by taking up valuable call time.

It's possible to create the routing of such calls by sending nuisance callers into a separate queue or to a voicemail service where they can leave a message.

Queue Call Backs

Your customers don’t like waiting in queues. And your agents don’t like dealing with customers who have been kept waiting.

The Hostcomm Contact Centre solution can help smooth peaks in call volumes and reduce the length of time customers are required to wait in a queue. This is achieved using queue callback technology. The contact centre uses the inbuilt predictive dialler to create the ability to automate an outbound call.

Customers in the queue to request a callback. When an agent becomes available, the callback is automatically dialled and passed to the agent when it is connected.

Learn more about the Call Back technology vailable in our Hosted Contact Centre Service here:

Queue Call Backs Explained

Visit Our Contact Centre Pricing Page

Use our contact centre solution pricing calculator to work out the cost of our ideal plan. We offer pay as you go or fully inclusive deals for blended calling.

 Hosted Contact Centre Pricing

Secure Agent Assisted Payment System

If your contact centre handles credit and debit card payments, you have a duty to protect your customers from fraud. Our agent assisted service requires no training and the agent is not exposed in any way to card data or DTMF tones.

Benefits of our Payment IVR

  • PCI DSS compliant (from end of August 2018)
  • No additional hardware or software costs
  • High performance - manage multiple card payments at the same time 
  • Easy to use and agents can be trained quickly
  • Works with most payment gateways using secure API
  • Agent has visibility of client's card payment progress.
  • Client is returned to Agent automatically following payment.
  • Unlimited support and training included in the monthly service fee

Watch our Video to learn more about Payment IVR System.

Wallboard & Reporting

The Hostcomm Wallboard is an advanced resource which gives you real-time information on the progress of your hosted dialler.

Key Benefits of Reporting

  • View on any browser
  • Real-time reporting
  • Standard or customisable metrics

Hostcomm Wallboard

  • The Wallboard is an easy to access web page
  • Shows real-time performance
  • Log-in and take control of sales and campaign performance
  • Access either in the office or remotely

Contact Centre Full Feature List

Click on the tabs below to learn about more about the features within the Hostcomm Contact Centre, that are available to improve your business productivity.

  • Bot can handover to a human automatically when unsure
  • Unlimited bot deployments
  • Omnichannel - chat, email, webrtc click to call, buttons
  • Speech recognition through web browser
  • Speech to text
  • Social Media integration
  • Text to speech
  • Set up using simple web code snippet
  • Easy bit programming
  • Bot development services
  • Database integration
  • Integration with other bot code for eg a personality
  • Agent can manually take over a chatbot session seamlessly
  • Abuse / profanity monitoring
  • Bot can authenticate a web visitor and provide confidential information
  • Chats between Operators and website visitors
  • Chat forwarding (to Operators and Groups)
  • Quality Assurance / Mentor Chats
  • Different Chat Invitation Styles
  • Chat Queue Line (Group and Operator )
  • Callback Service
  • Chat Priority Levels
  • Global Chat Archive
  • Email Chat Transcripts
  • Customization & Branding
  • Answer Suggestions / Quick Search Window
  • Typing Indicator (bi-directional)
  • Chat Opening Times / Schedule
  • Two-way file transfer
  • Email based Ticketing system
  • Configure as an email client
  • Database integration
  • Automatic preconfigured chat invites
  • Bot integration
  • Live view of chat, bot and web visitor sessions
  • Social Media integration
  • Onsite / Offsite chat
  • Multiple chat groups
  • Whisper mode
  • Translation real time
  • Custom input fields
  • Set up with web code snippet
  • Auto-generate call lists based on dropped inbound queued calls
  • Queue call back allowing callers to request an automatic call back retaining their place in the queue
  • Flashing light trigger when calls are waiting in a queue
  • Take inbound calls gathering CallerID
  • ACD for inbound and fronter/closer verification calls
  • Estimated hold time, place in line, overflow queues
  • Skills-based ranking and call routing per queue and campaign
  • Queue Prioritization per campaign and inbound group
  • Inbound email handling through the agent web screen
  • Skills-based routing with agent ranking
  • Web-configurable IVRs and Voicemail boxes
  • SMS campaign manager
  • Supports any SMS API
  • Auto SMS sending after agent disposition
  • Inbound and Outbound sending
  • Multi-Language Support (with auto detection)
  • Receive emails via POP or IMAP
  • Send emails through SMTP
  • Send & receive messages via Facebook and Twitter (API)
  • HTML and plain text Emails
  • Full SSL Support
  • SPAM-Free, secure and unified mailbox
  • Full ticket lifecycle from opening to resolution
  • Assign Tickets to Operators
  • Assign Chats to Tickets
  • Dynamic/Automatic Templates (email that almost writes itself)
  • Track all kind of business issues
    Send and receive attachments
  • Link Chats and Tickets
  • Flawless FAQ integration, respond to inquiries with lightning speed
  • Waiting Time indicator
  • Search & Filter options
  • Collision Avoidance
  • Alerts & Notifications
  • Predictive, progressive and preview dialling
  • Lead recycling
  • 3rd party conferencing (with DTMF macros and number presets)
  • Inbound, Outbound and Blended call handling, also Inbound Email and Chat
  • Scheduled Callbacks: Agent-Only and Anyone
  • Agents can work from almost any internet connected computer
  • Agent Scripting with customer data
  • External CRM Integration
  • Virtually limitless campaigns, lists, IVRs, inbound queues, DIDs, phone accounts, voicemail boxes.
  • Automatic Call recording with advanced call recording search.
  • Transfer calls with customer data to a closer/verifier
  • Autodial campaigns to start with a simple IVR then direct to agent
  • Park the customer with custom music per campaign
  • Set outbound CallerID per campaign or per list
  • Automatically dial unlimited alternate numbers until you get an answer
  • Dialling with custom Time Zone restrictions e.g. per region and per day-of-the-week
  • Dialling with Answering Machine Detection, also playing a message for AM calls
  • System-wide and per-campaign DNC lists that can optionally be activated
  • 3rd party blind call transfer
  • Outbound agent-controlled, broadcast and predictive dialing
  • Web-configurable IVRs and Voicemail boxes
  • Zoiper Webphone is included
  • Push contact data when transferring a call to another agent or supervisor
  • The agent web application is available in multiple languages.
  • An agent can call clients in succession from a database through a web-client.
  • Display a script for the agent to read with fields like name, address, etc. filled-in.
  • Agent can take both inbound and outbound calls in one session(blended).
  • Start and stop recording an agent’s calls at any time.
  • Schedule a callback with a customer as either any-agent or agent-specific.
  • Faster hangup and dispositioning of calls with one key press (HotKeys).
  • Integrated web-based agent phone included, requires no agent setup.

Agent's can:

  • Be logged from anywhere with just a phone, web browser, and an internet connection.
  • Select a Pause Code when they are not active.
  • Control volume levels and mute themselves.
  • View the statuses of other agents on the system.
  • View details for calls in queue that the agent is selected to take calls from.
  • Select and click to take calls in queue from their agent screen.
  • Shift enforcement by day and time, defined per user group.
  • View internal chat users activity.
  • View queue callers.
  • Chat with customers from a website through the agent web screen
  • Chat with managers and other agents in the agent web screen
  • Option of a drop timer with safe-harbor message for Ofcom compliance
  • Variable drop call percentage when dialing predictively for Ofcom compliance
  • Call recording scanning / redaction
  • Send a dropped call to a voicemail box, queue or extension per campaign if no agent is available
  • Ofcom compliance configuration settings
  • GDPR compliance
  • GDPR data removal ("right to forget")
  • PCI DSS compliant payment system integrated
  • TLS & VPN encryption of web access and phone connection
  • Screen pop client record on call connect
  • Click to dial from CRM
  • Select leads for auto-insert into contact centre
  • CDR details inserted into lead record
  • Control contact function using API
  • Trigger dialler functionality using workflow
  • Update CRM record from contact centre
  • Real-time reports with “click-to-listen” to monitor agent phone calls
  • Web Wallboard with configuration interface
  • Advanced database reporting with real time updates
  • Connect to the database for 3rd party remote reporting
  • Live view of Chatbot conversations
  • Live view of web site visitors
  • Live view of chat sessions
  • PCI DSS security monitoring
  • TLS encrypted phone registration
  • TLS encrypted web access
  • Firewall
  • PCI DSS secure data environment available
  • SFTP data download
  • SSL web certificate
  • Security monitoring to PCI DSS standards
  • Scalable to hundreds of logged in agents
  • Encrypted customer data handling available
  • Computer IP Address access restrictions for web resources
  • Call recordings automatically transferred to an external FTP site
  • DID, phone and carrier trunk provisioning through the web interface
  • Local, toll-free and international inbound phone numbers available
  • PBX features allow you to use the contact centre as your office PBX
  • Use custom database queries in campaign dialing
  • Load Balancing of call across multiple inbound or outbound servers is possible
  • Outbound calls sent to multiple carriers for resilience

Call Recording

Hosted call recordings are used by all types of businesses. They're a key tool for staff training and can improve agent performance to ensure better call outcomes for your contact centre in the long-term.

The option to record calls is available as standard with the ContactPro Hosted Contact Centre service. For smaller businesses, it’s an efficient way to avoid additional in-house IT and staffing costs, while larger businesses operating in different locations can benefit from a central hub, wherever their agents are operating from.

Advanced Call Recording for your business

  • All call recordings are compliant
  • Never miss call information
  • Call recordings at your finger-tips
  • All recordings stored securely
  • Call recordings available for remote agents too
  • Use call recordings to train your agents
  • Our recordings are easily searchable with our advance search application
  • Dedicated servers for ample storage
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