Multi-Channel Contact Centres

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Multi-channel contact centre technology

Firstcom is a leading provider of multi-channel contact centre solutions. In recent times multi-channel has usually meant voice, SMS, email and web chat.  However, recently video and social media are channels that are increasingly popular.

Single-entity solutions that we offer include Puzzel’s multi-channel contact centre and 8×8 Contact Center.

Channels

Survey data for 2018 indicates that the percentage of inbound voice contacts as a proportion of overall contacts has decreased by 6% for the first time.

The survey data also indicates a clear shift towards digital channels such as social media, email, SMS and live chat.

While voice remains the most prominent channel today, multi-channel not only means extra channels for the contact centre to manage, it also makes the roles of advisors and managers more complex.

Voice

Firstcom’s voice solutions range from simple inbound, outbound and blended systems (such as the 8×8 dialer) through to broader multi-channel platforms that include Puzzel and the 8×8 Contact Center.

Chat

Firstcom offer a range of chat solutions……

Puzzel offers comprehensive web chat capabilities allowing agents to respond to multiple chat enquiries, all managed within one interface. Puzzel’s Chat is available as a stand-alone or as part of Puzzel’s broader multi-channel contact centre solution.

WhosOn is a smart live chat software that lets you track, chat and dynamically engage with your visitors.

SMS

Increasingly, customers expect to be able to make contact with your business via SMS.  With an SMS service in place, your organisation can provide proactive customer service, e.g. reminders, renewals, offers, alerts and travel updates.

SMS messaging is a powerful and highly personalized way to stay in touch: almost everyone in the UK has a mobile phone that they have with them at all times and that they check often. So it makes generating business communications and targeted communications easy.

Social

Customers want to engage with businesses via their channel of choice and receive the same level of customer service across each.  Firstcom offers a range of options for handling social media communications as part of a multi-channel offering such as Puzzel, 8×8 Contact Center and Puzzel Ticketing or in standalone mode.  So whether you are just looking for a way of handling and recording your social media interactions in isolation or looking to aggregate your social media interactions to queue and route alongside interactions in other channels, get in touch with us to discuss the options available to you.

Email Management

“The long and short of it is that unless you have a system that can provide some sort of automation, emails are just as expensive to answer as phone calls”

Some people prefer to communicate via email and some companies choose to steer their communication towards email.  So, inevitably, whether your audience is business or consumers, your communication strategy will have to accommodate email handling.

Firstcom’s email management solution, powered by Puzzel Ticketing, manages and organises all customer queries in one place. It’s an outstanding email ticketing system that lets you deliver fast and improved service to your customers.

Productivity

Our multi-channel contact centre solutions are just one facet of Firstcom’s suite of customer engagement solutions.  See below for some of our other productivity tools.

Workforce Management

If your business makes and receives lots of calls, a dialer may be just right for you.

Increase your productivity by 300% and achieve more in less time with our hosted pay-as-you-go dialer service.

Contact Handling

Between 65% and 75% of the average contact centre’s operational cost will be consumed by staffing costs.  So it’s not surprising that more and more businesses are relying heavily on workforce management (WFM) applications.

Contact Centre Dialer

Need calls answered on your behalf?  Looking to have all your inbound contact handled for you?  Firstcom offers multi-channel inbound contact handling, including calls, email, SMS, live chat and social media.

Workforce Management

Between 65% and 75% of the average contact centre’s operational cost will be consumed by staffing costs.  So it’s not surprising that more and more businesses are relying heavily on workforce management (WFM) applications.

If your business makes and receives lots of calls, a dialer may be just right for you.

Increase your productivity by 300% and achieve more in less time with our hosted pay-as-you-go dialer service.

Contact Centre Dialer
Contact Handling

Need calls answered on your behalf?  Looking to have all your inbound contact handled for you?  Firstcom offers multi-channel inbound contact handling, including calls, email, SMS, live chat and social media.

What our customers have to say

Tony Robinson – Via Clinic

I have been using Universe for 5 months now and have to say it is the most user friendly unified communications product I have seen. My customers love the voice quality and as a company our productivity has been aided by the range of advanced features it offers.

Customer Testimonial - Amtech Business Solutions logo
Dave Melin, Managing Director and Founder of Amtech Business Solutions

Working with a service provider who listens and takes feedback onboard is a refreshing change! We love the fact that we are listened to and we can affect change. Secondly – we feel that the values of Firstcom closely match the values of Amtech, so working in partnership with them ensures that our services are cost effective, reliable and tailored. As technology evolves so quickly, having a partner who is agile and flexible ensures we are always competitive with our customers and able to provide profitable solutions.

PARTNER - Oasis Technology Logo
James Partner, Managing Director of Oasis Technology.

I really cannot praise Firstcom highly enough. Without exception, every single member of their staff are a joy to deal with. They are professional yet friendly; know their product inside-out; and of paramount importance to us – they take time to listen to and understand our needs. They are truly the communications provider we had been looking for, for such a long time. All I can say is that I wish we had gotten to know them a long time ago!

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