Hostcomm

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.

Above from left: Click to call webrtc, agent interface, chat & AI service bot.

Key features and benefits of our Omni-Channel contact centre service:

Omni-channel solution

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

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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.

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Integrates with your SIP PBX

No need to retire your existing PBX or call centre system. We can send high quality, encrypted SIP VoIP phone calls from your website to your existing systems using easily.

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.

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Omni-channel Communications

Hostcomm’s omni-channel cloud contact centre will deliver a great, seamless experience for your clients regardless of their preferred touchpoint. 

  • 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 user interface across all of your channels such as your 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 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 Hosted Predictive Dialler 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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Accreditations

PCI DSS Certified, TPS Telephone Preference Service, ICOCSA Supplier Member, Cyber Essentials