Cloud Based Contact Centre Solutions

Today's contact centre is a world away from the call centre of the past, where voice calls were the sole method for customers to get in touch.
Agents are empowered with an array of tools to respond swiftly, efficiently and accurately, enhancing the customer experience, whether that's via phone, email, webchat, SMS, or social media.

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.

Give your employees the desktop tools they need to work efficiently, while at the same time enhancing your customer experience. Contact centre agents require access to a suite of applications in order to provide speedy and accurate answers. FourNet's single pane of glass feature ensures all channels, knowledge management and case management are viewed on the same screen, cutting down on time alternating between different applications.

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.

Reduce repetitive and time-consuming interactions so that agents can focus on more complex customer calls. Improve agent availability and at the same time reduce agent attrition by diversifying your customer touch points and utilising AI to resolve simple customer issues. FourNet's solution means more interactions can be automated with straightforward self-service options.

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.

Customers who can't find their own solution via real time self-service expect to be able to quickly contact an agent who is aware of their issue and knows they've tried to resolve it. FourNet's solutions allows you to monitor customer interactions and offer help via web or mobile device by immediately connecting them to the correct agent to help.

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 works with the industry-leading PCI DSS solutions to offer secure payment solutions for Cardholder Not Present payments.

The rising expectations of both customers and employees has made the task of forecasting and scheduling your workforce exponentially harder. Workforce Management tools from FourNet give you the ability to give your employees a solution that enables them to balance their work responsibilities with the rest of their busy lives whilst ensuring you are appropriately resourced to deliver great customer experience.

Compliance and audit legislation is constantly evolving and organisations need to be able to verify how agents interact with customers across every channel. Additionally, supervisors need to be able to easily review agent interactions with customers for training and coaching requirements.

FourNet offer fully customisable contact recording solutions that are tailored to the needs of your business. Our recording solutions work across every channel from voice recording to Teams interactions to give you the flexibility, security and ease of use, to impartially "listen" to the voice of your customers.

Agile Interaction Recorder (AIR) from FourNet allows you to record, store and play back all your calls, messaging and associated screen activity across all your Unified Communication and Contact Centre channels. AIR enables customers to seamlessly and cost effectively meet their recording and archiving requirements whilst providing a simple, user friendly interface to access recordings and manage training and coaching needs for agents.