FourNet's omnichannel contact centre solutions
Whenever and however your customers choose to get in touch – whether it’s by phone, email, webchat or social media, during the day or late at night, they’ll enjoy the same seamless experience.
FourNet’s award-winning contact centre solutions enable agents to easily access a customer’s previous history, allows employees to effectively manage their time and provides managers with the tools they need to keep your contact centre up and running.
Our solutions provide unified access to applications and information across your organisation to quickly resolve customer queries across different channels.
Contact Centre Solutions
A world of features and functionality
Agents can access customer details, history and archive documents to achieve high rates of first-time resolution. Supervisors monitor all exchanges to improve feedback and training, while automated systems improve organisational efficiency.
Employees can work across multiple channels via a single user interface giving a holistic view of the customer including their details and a history of their previous interactions.
The same single pane of glass solution allows managers and supervisors to monitor and assess agent and customer interactions, while overseeing workforce management tasks from the same screen.
Contact centre agents waste enormous amounts of valuable time and energy flicking between screens to resolve customer queries. In the UK alone, that figure is put at more than £5.1 billion pounds every year, according to a study in 2019 by Contact Babel.
That’s just the cost of navigating between screens and applications within a call. It doesn’t account for post-call admin, which also requires agents to move between screens and applications. Nor does it include everyday management and administration tasks by employees where similar screen navigation is required.
A single customer view and a unified desktop experience is vital. FourNet’s award-winning contact centre solutions streamline, automate and modernise your operations. That means agents work more efficiently and customers get what they want, faster.
Intelligent virtual assistants let your customers engage in a conversational experience instead of negotiating menus and forms. Our AI personalises the customer journey, determines what a customer wants, and will decide the best course of action to successfully resolve the issue.
For those customers who choose email, customer experience is just as consistent, with the communication captured, interpreted and routed so that it can be answered quickly and efficiently.
Assisted web and mobile self-service results in fewer customers leaving your site dissatisfied and enhances your customer experience.
FourNet solutions provide organisations with a secure way of handling payments by phone, IVR or digital without bringing their environments in scope of PCI DSS. Our solutions integrate with all payment solutions providers.
State of the Art Recording and Quality Capabilities
FourNet offer a range of recording and quality management solutions to maximise your customer service standards and improve every employees potential.
Customer Engagement Solutions
Maximise your contact centre's potential with FourNet's range of customer engagement solutions
Benefits of Cloud
Trusted by many
"We transitioned 1,200 agents across to the new service in one weekend with no issues; it was one of the smoothest transitions I have worked on. Moving to FourNet's Agile Cloud has provided npower with a wide range of benefits. The pay per user nature of the cloud solution has delivered substantial operational savings to our business, as it has replaced the need for upfront capital investment and has reduced the cost of managing on-premise systems."
Programme Manager, innogy Business Services
"The introduction of the new solution has helped the council to introduce new ways of working. Agent Workplace has given the contact centre agents a full view of their colleagues presence, what they are doing and they can see what is happening on a day to day basis, which makes them feel much more a part of the whole operation. We can now automate business processes and improve the flow so that they can now process emails at the same time as they answer calls. Speech recognition combined with traditional IVR has allowed us to seamlessly get customers to the right place first time."
Business Analyst, Luton Borough Council