Game-changing contact centre solutions
We all know that positive customer experience is crucial in any sector, especially in a rapidly changing digital landscape. However, the technologies we implement to engage with customers can be the difference between devoted loyalty and customer attrition. There may also be costly consequences if you get it wrong – which is possibly why you’re reading this page.
While metrics are important, they may not capture those disenchanted customers who quietly switch to competitors and impact your revenue. If you’re looking to implement new CCaaS (Contact Centre as a Service) technologies, our impartial guidance can help you identify clear solutions. In partnership with you, we can improve customer experience, upgrade to modern systems, and discover better internal processes, with budget-effective options that will deliver the results you need.
We offer highly experienced contact centre consulting and listen to where your business challenges lie. Alongside our extensive practical experience and reliable guidance, we keep on top of emerging providers and new technologies to map your new, straightforward strategy and elevate your customer communication to the peak of its potential.
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Our approach to contact centre transformation
Discover
Getting to the heart of matters. We take the time to build a clear picture of current internal processes, data insights, digital assets, security systems and who your customers are alongside the ambitions of your business.
Strategise
Here’s where we pull on our experience and informed knowledge of modern technologies to outline a tailored strategy. We will develop a clear-cut plan and outline technology specifications to build the business case and ensure that the path ahead has no pitfalls.
Implement
With the summit of your project now in plain sight, our project management specialists will equip you with risk mitigation, budget controls, procurement support, analytical models, and change management to lead you to the pinnacle of your objectives.
Refine
Technologies are always evolving. Once the mountain is climbed and your goals are achieved, it can be tricky to stay at the top. With post-live assessment, business enablement and optimisation, we progress with feedback of the journey into the next phase.
Reap the rewards with cloud contact centre solutions
Equipped with over 25 years of expertise, we help our clients effectively connect with their customers, colleagues, partners, and suppliers, enabling them to realise their strategic vision and enhance customer experiences.
Migrating a contact centre to a cloud-based system can offer several benefits for improving customer experience and overall operational efficiency. Here are some of the key advantages:
- Sustainable scalability for easily adding or reducing capacity based on fluctuating call volumes and business needs, ensuring minimal wait times and fast service.
- Cost-efficiency with lower upfront capital expenditure and appealing subscription-based, pay-as-you-go options available.
- Flexibility and agility with new features and functionality regularly deployed by the provider, making it easier to adapt to changing customer expectations and industry trends.
- Global Accessibility: Cloud-based systems can be accessed from anywhere with an internet connection, making it possible for agents to work remotely. This flexibility not only enhances employee satisfaction but also ensures uninterrupted service during emergencies or disruptions.
- Enhanced customer engagement allows for seamless interactions across multiple channels (voice, chat, email, social media).
- Use their preferred communication method.
- Improved customer insights with analytics and reporting tools that provide real-time and historical data on customer interactions.
- Disaster recovery and business continuity capabilities mean that, in the event of system failures or a natural disaster, data and operations can be quickly restored.
- Reduced burden on internal IT resources as hardware maintenance, software updates, and security patches fall with the service provider.
- Integration capabilities with business applications such as CRM systems and helpdesk software which allows for more efficient internal processes.
- Compliance and security are heavily invested in by the provider which ensures customer data is protected and that you meet regulatory requirements.
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Why trust Us?
We’re more than just a consultancy, we offer independent advice and project management services, with people, technology, and processes at the heart of everything we do.
We are your trusted partner on the journey of transformation and aspire to guide you to the peak of your business potential.
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Dependable consultancy and innovative cloud contact centre solutions
As independent consultants with broad experience and partnerships with industry leaders, including Genesys, AVAYA, Mitel, and others, we provide a comprehensive range of cost-effective solutions for unified communication, contact centres, cloud migration, and complete digital transformation.
We specialise in multi-channel engagement, cloud migration (CCaaS), workforce optimisation, analytics, reporting, outbound contact strategies, self-service enhancement, AI implementation, workflow automation, API and CRM integrations.
Upgrading contact centre technology to cloud-based systems will supply your business with a multitude of benefits. We can assist you in finding the right provider that will uncover a more agile, cost-effective, and customer-centric operation, and ultimately enhance your customer’s experience and improve overall business performance.
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What contact centre solutions do Trig Point offer?
We have been instrumental in generating huge success for our contact centre clients. We provide consultancy and project management services to help contact centres meet objectives for cloud migration (CCaaS). We also implement omni-channel engagement strategies, as well as workforce optimisation projects, outbound contact strategies, self-service enhancement, AI implementation, workflow automation, API and CRM integrations.
How does Trig Point approach contact centre solutions?
Your success and goals are central to everything we do.
By listening, asking the right questions, and reviewing your current systems, we uncover the big picture. With extensive experience, we draw on our past experiences and knowledge of technology to provide you with the best resolutions.
Our strategy for contact centre transformation projects keeps people at the heart, ensuring that every step keeps efficiency and user experience at the forefront.
Learn more about our range of services.
How can Trig Point Consulting help improve customer engagement through contact centre solutions?
There are a multitude of benefits to be appreciated by updating to a cloud-based provider.
Insights provided with cloud-based solutions can allow contact centres to respond to data trends, customer behaviour and preferences to allow for a more personalised experience.
With omnichannel engagement, customers are satisfied by being able to use their preferred communication method and agents are able to interact across channels seamlessly.
Having remote access to CRM systems and helpdesk software helps agents to give more efficient, personal interactions.
We keep people at the heart of all that we do and ensure the strategies we recommend will make a significant positive impact on the customer as well as the workforce.
What are the benefits of migrating to a cloud-based contact centre?
Transitioning to a cloud-based contact centre system can result in a more agile, economically efficient, and customer-focused operation, ultimately elevating the customer experience and bolstering overall business performance.
Can Trig Point Consulting integrate contact centre systems with our existing CRM platform?
Many providers have integration capabilities with business applications such as CRM systems and helpdesk software. This allows agents to access relevant customer information promptly, resulting in more efficient interactions and happier customers.
We will strive to find you the right provider to encompass the applications you need to maximise efficiency and improve customer service.
Testimonial
“Richard’s contribution to our ambitious contact centre telephony transformation project has been instrumental from the outset. As Director of IM&T and Procurement, his collaboration with our internal legal team ensured the negotiation of favourable commercial terms, resulting in substantial cost savings and operational efficiencies for our business.
Throughout the project’s initial stages, Richard’s methodical approach and robust governance framework provided the necessary structure to keep us on track. He adeptly navigated the intricacies of our diverse business landscape, establishing strong relationships with stakeholders across various technical and operational spheres, all whilst adapting to the challenges of virtual collaboration post-pandemic.
During the implementation phase, Richard seamlessly transitioned into a hands-on role, leveraging his established connections and on-site presence to overcome obstacles and meet critical milestones.
Despite inevitable challenges along the way, Richard’s deep technical expertise enabled him to effectively manage risks and propose alternative solutions to the project board. His adept communication skills facilitated seamless interaction with both senior leadership and frontline project teams.
Ultimately, the project’s resounding success underscores Richard’s leadership and his team’s capability, positioning our business as an early adopter of cutting-edge telephony architecture. I wholeheartedly recommend Richard and his team to any organisation seeking to embrace innovative telecommunication solutions.”
Owain Jones, Group Director of IM&T and Procurement, Totally Group 111 Service Provider
