Omni Channel Contact Centre

Complete Cloud Contact Centre from iNet. Omni-channel, agile, open. For better, faster and more cost-effective customer engagement.

The Challenge Facing Today's Contact Centres


Contact centres used to be call centres handling inbound and/or outbound calls. But the market has changed: Customers now demand the ability to be able to interact with the centre as and when they choose, using a variety of different methods.

Increasingly customers are looking to connect via a number of different digital channels: email, social media, SMS/text, mail, chat and even chat bots. Those contact centres that wish to not just survive but flourish in this changing market need to be able to react quickly and deliver excellent customer service.

Do you want all the flexibility, compliance and scalability at the best Return on Investment?

Would you like to see how to get more from less?  

In Proud Partnership with

Proven, Scalable and Rapidly Deployable Cloud Contact Centre Services for today’s fast-growing customer focused businesses

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Solution Capabilities

Integrated Omni-Channel Solution - Driving up your CSAT scores

  • With your customers busier than ever, they demand responsive services that suit their channel choices.
  • iNet Contact Centre support all of the new digital channels (Webchat, social media, sms, email), as well as inbound and outbound phone services– win more business!

Unified Agent Workspace in the Cloud

  • Fully configurable dynamic user interface for single view of the customer, driving agent productivity, speeds up transactions, reduces costly errors and delights customers.

Skill and Knowledge based workflow optimisation and call handling

  • Highly flexible workflow scripting engine to maximise agent productivity and handle customers the right way every time.

Real-time KPI Dashboards and Customised Reporting Tools

  • Create real-time custom dashboards to provide the best live information to your management teams to enable insightful and instant decisions– maximising productivity.
  • Configure customised reporting to provide expert detailed analysis at the click of a button – gain maximum output from your agents – more from less!

Single Data Repository

  • All customer and channel data reside in a single repository enabling a complete comprehensive view of the customer.  
  • Easily export data to external customer systems as required.

Plug and Play - Easy Integration into External Customer Systems

  • Seamlessly interface with either 3rd party standardAPIs or iNet’s intelligent API (for integration into bespoke/in-house systems)– very low risk

iNet Cloud Based Hosting supported by experienced communications provider

  • Serviced from iNet’s Tier 1 data centre for delivering carrier grade telephony (100% availability for the last 2 years.) 
  • Unlimited scalability and flexibility on-demand.
  • Resilient and high availability with protection from service failure, - all designed to keep your business running.

Fast-Start Scripting

  • iNet Fast-Start scripts provide out of the box best practice scripting.




For managing your contact centre workforce, the iNet Contact centre solution can be integrated into our market leading Workforce Management solution. Read More...

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One conversation. For better responses and faster resolution, on all channels.

Improve customer engagement ensuring one conversation across multiple channels. Reduce customer effort, provide more engaging experiences, and keep your customer buying from you. Improved FCR, customer value and agent responsiveness.

Multi-channel convenience for every touchpoint.

With your customers busier than ever, they demand responsive service that suits their channel choices. Web chat, social media, sms, email and of course by phone. Omni channel contact from iNet, driving your enviable CSAT scores.

Unified Desktop for single screen harmony.

Fully customisable unified desktop with dynamic screens. System integration-ready, for more organised information that improves efficiency for agents, speeds up transactions, and reduces error.

The power of iNet for reliable, high volume call routing and automation.

Five 9's uptime, call quality assurance and impressive network features, powering outbound automation and routing strategies for contact centres.

Insights that drive understanding. And improvement.

Complete supervisor controls, ready-to-go reports and powerful, tailor-made reporting engine, for up-to-the-minute insights into your contact centre.

Why wait?

With over 550,000 users in over 80 countries, Vocalcom is the software of choice for Contact Centre Agents and Managers. Hosted in the iNet Cloud for the unparalleled resilience, security, scalability and high call volume capacity of our Intelligent Network infrastructure.

Our customers and clients enjoy a powerful, innovative, cost-efficient and complete Contact Centre solution from iNet, that integrates with their incumbent systems, helping them save money and do more.

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Key Benefits

Start to realise ROI more rapidly.

  • Get up and running in as little as 4 weeks with pre-configured “Out of the Box” capabilities and iNet’s deep contact centre expertise

Reduced risk.

  • Delivered through iNet’s highly resilient and proven cloud hosting facility.
  • Ability to roll out new channels as and when the business dictates without interrupting the existing business.

Increase productivity and profitability.

  • Automated call workflow and intelligence means agents can multi-task while still delivering exceptional service.

Enhanced Customer Service.

  • Single pane of glass (customer) view means that agent calls are better and more effectively serve your customers.

High Degree of Commercial Flexibility.

  • iNet can offer highly attractive commercials, either CAPEX or OPEX based, or even a blend of the two.

Unparalleled Service.

  • iNet provide the best high-quality service. Our pre and post sales service is amongst the best in the World. We provide exceptional support to get you up and running as quickly and seamlessly as possible, with the lowest possible risk. Then we make sure you remain flexible and adaptable to your customers’ requirements whilst delivering 100% availability – maximising your ROI.
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Related Case Studies

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Related Customer Testimonials

Richard Hill

,

Managing Director

“I am really pleased with all the team at iNet, and value a continued partnership with them. They are really good guys to work with, and I would gladly recommend them as a communications solution provider."

Category:

Contact Centre

John Goodram

,

Director of IT - Contact Centres

"Working closely with iNet it became clear they value business relationships as a collaboration, being proactive and responsive to our needs from the first day and aiding us as our knowledge of the product increased."

Category:

Contact Centre

John Adderley

,

Operations Director

"iNet possess great Telecoms and Contact Centre industry knowledge with real in-depth understanding of the Vocalcom technology that helps us stay compliant with legislation as it changes.  When needing their support, iNet are so easy to work and collaborate with as they are always quick in their response in addressing our issues and offering innovative insights about how we can do things better."

Category:

Contact Centre

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