Multi-channel contact management

Delivering seamless, multi-channel customer experiences that mean better outcomes for clients and their customers
To deliver great customer experiences consistently, across all channels, you need to fully understand your customers – their needs, frustrations and contact preferences, over the entire customer lifecycle.
We’re using an evidence-based approach to design the right contact management approaches, technology, channels and training to deliver the right contact, via the right channel, at the right time, for some of the biggest brands across the country.
And, we can do this across your full customer lifecycle – from customer sales and acquisitions, service enquiries and complaint handling to managing campaigns and retention strategies.
We also implement digital technology, such as AI, automation, IVR virtual assistance and cloud-based systems to reduce contact demand and the cost to service, while giving agents all the tools they need to provide the very best customer experience.
250,000
multi-channelled conversations are held, through us, every day
100m+
multi-channelled conversations every year
How can we help your business progress?
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01
Multi-lingual hubs and location strategy
When it comes to location strategy, our focus is ‘rightshoring’ – finding the most appropriate operation for the needs of you and your customers.
02
Omni-channel
By providing a seamless experience to our clients' customers, across multiple channels, we're not only increasing customer satisfaction, but helping to prevent them going elsewhere.
03
Peak management
With our flexible, expert customer service teams, we're supporting clients through their busiest times of the year.