What we do
Contact Center Technology
Design, implementation and operation of the contact center platform layer that customer operations depend on.
Connected by design.
- Channels & routing01
- Agent tools & integrations02
- Reporting & quality03
One connected contact-center environment
What this covers
- Contact center platform implementation
- Omnichannel routing and queue design
- Telephony and channel integration
- CRM and business system integration
- Platform operation and support
Technology and security
A resilient environment behind every interaction.
Infrastructure, contact-centre platforms, integrations and security controls are designed together around the requirements of each engagement.
Resilient infrastructure
- Redundant Cairo sites with secure IPSEC connectivity
- High-speed fibre with failover
- UPS, generator and disaster-recovery provisions
Contact-centre platforms
- Aheeva and ViciDial capabilities
- Linux telephony environments
- Campaign, routing and agent tools
Connected systems
- CRM integration capabilities
- ACD, WFM, QA and MIS data connections
- Cloud-enabled architecture
Security controls
- AES-256 encryption and secure tunnels
- Enterprise firewalls and multi-factor authentication
- Backup, monitoring and regular security audits
Compliance
- ISO 27001 certified information-security practices
- GDPR-aligned data handling
- PCI DSS controls for applicable payment processes
Operational visibility
- Real-time dashboards and exception alerts
- Intraday through monthly reporting
- Agent, team and account-level scorecards
The operating system
The channels a customer can arrive on.
Engage
The channels a customer can arrive on.
- VoiceInbound and outbound telephony.
- ChatWeb and in-application messaging.
- EmailQueued and tracked correspondence.
- SocialPublic and direct social channels.
Route
How an interaction reaches the right person.
- Automatic call distributionDistribution by time of day, customer priority, IVR outcome and agent skill, including voicemail routed back to agents.
- Interactive voice responseConfigurable call flow and messages, with self-service for routine enquiries such as balances, payments and scheduling.
- Skills-based routingMatching interactions to agent skill to reduce transfers.
- Priority routingCustomer priority applied ahead of queue position.
- Outbound dialingPredictive and automatic dialing with connected calls routed to available agents.
Enable
What an agent works in.
- Agent desktopOne surface for the interaction and its context.
- SoftphoneTelephony handled on the workstation.
- ScriptingGuided flows for consistency and compliance.
- CRM integrationCustomer record available in the interaction.
- Ticketing integrationCases raised and tracked without leaving the desktop.
- Business APIsIntegration with the systems an operation already runs.
Assure
How service quality is evidenced.
- Call recordingRetained for quality assurance, training and compliance.
- Quality monitoringStructured review of handled interactions.
- ComplianceEvidence that documented handling was followed.
Optimize
How capacity is planned and held.
- Shift schedulingSchedules built from projected volume, agent skill and availability.
- Real-time adherenceBreaks and shifts monitored as they happen, alerting when an agent is off schedule.
- ForecastingExpected demand used to plan staffing.
- Performance analyticsTrends across agents, queues and campaigns.
Measure
What the operation reports on.
- Queue reportingVolume and waiting behaviour by queue.
- Agent reportingHandling time, availability and state.
- Campaign reportingProgress and outcome of outbound activity.
- Disposition analyticsWhy interactions ended as they did.
Hosted
What the provider carries when the platform is hosted rather than owned.
- Platform managementThe contact-centre platform is run as a service rather than installed and maintained in-house.
- Updates and maintenanceSoftware updates and infrastructure maintenance are carried by the provider.
- BackupConfiguration and interaction data are backed up as part of the service.
- Security monitoringThe hosted environment is monitored; access and change are controlled.
- Technical supportSupport for the platform itself, separate from the operation running on it.
- ScalingCapacity moves up and down without buying hardware or licences in advance.
What the operation reports on
Standard reports available to an operation, plus custom reporting where an account needs it.
Related capabilities
Want to discuss how this would work for your operation?
Talk to our team