Operational Efficiency

Many organisations seek, or require, to do more with less, while also offering value for money to their customers and citizens in addition to streamlining modern ways of working. FourNet’s range of best-in-class solutions can help automate non value-added processes, enable self-service options and improve process efficiency across your organisation.

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Challenges

Deliver value for money with increased operational effeciency

Automate repeatable work

Identify, prioritise and automate the most resource-heavy, repetitive tasks in the contact centre and back office to free up employee time using Robotic Process Automation.

Enable customer self-service

Empower customers to quickly and easily self-serve via their channel of choice using AI powered knowledge bases, voice IVR and digital chatbots.

Assist agents & back office

Ensure your agents and employees have all the information they require without the need to switch between systems, with AI powered virtual assistants based on integrated CRM and knowledge bases.

Direct queries to right place first time

Increase First Call Resolution with AI-powered Intelligent Call Routing to direct incoming calls from voice, social, or digital channels to agents who are best suited to resolve these issues.

Resource allocation

Empower employees and avoid under or over-resourcing: Workforce Management solutions deliver scheduling efficiency by precisely forecasting demand while offering greater employee flexibility

Facilitate cross department collaboration

Seamlessly enable back-office support for customer-facing employees with one integrated collaboration solution ensuring quicker response times for customers and exceptional efficiency gains.

Solutions

How FourNet can help provide solutions to drive operational efficiency

Chatbots

Our range of AI powered chatbots empower customers to interact via speech, messaging and visual interfaces, enabling them to self-serve and get instant answers. This improves the customer experience and frees agent time to focus on more complex queries.

Robotic Process Automation

FourNet's RPA solutions can dramatically reduce the number of employee-hours required to complete repetitive digital tasks thereby enabling your most valuable resource, your employees, to focus their time on delivering a great customer experience.

Contact Centre as a Service

Digitally-enable every channel to give a great customer experience with FourNet's cutting-edge, AI-powered cloud contact centre capabilities. These full-service solutions are the next generation in customer experience solutions driving efficiency and a perfectly optimised customer journey.

Workforce Management

Our intelligent workforce management solutions enable you to avoid over-staffing and overtime. Plan and manage your operations with advanced forecasting, dynamic scheduling and intelligent automation, while also providing employee empowerment tools for scheduling and learning.

Agent Assist tools

Virtual Assistants work side-by-side with your agents. These sit on agent desktops to guide them through complex processes and automate repetitive and mundane work. Perfect for new starters, remote workers or in areas where processes, policies and regulation are frequently changing.

Collaboration

Our Microsoft Teams' contact centre integrations manage all contact interaction types - voice, email, SMS, web chat, social media - in a single, fully integrated solution. For customers it means quicker response times, with lower operational costs and exceptional efficiency gains for your organisation.