Contact Centre
Solutions

Consultancy, Deployment
and Training

Experts in Contact Centre technology

Planning to implement a cloud or hosted contact centre or a contact centre as a service (CCaaS) solution?

Look no further than Firstcom.  We are experts in contact centre technology and one of the UK’s leading businesses for cloud contact solutions, training and consulting.  We offer the best in contact centre solutions by combining our cloud and industry expertise.

We make sure our clients have the knowledge and expertise to successfully deploy new contact centres and deliver performance improvement programmes for existing operations.

Trustpilot

Why Cloud?

  • None of the cost, complexity and admin overhead of on-premise contact centre solutions
  • No need for specialised equipment on site; no investment in infrastructure
  • A hosted contact centre means uptime, upgrades and infrastructure all taken care of for you
  • Easily scalable for seasonal highs and lows
  • You only pay for what you use
  • Integration options are broader

Why engage with us?

  • You’ll be up and running in days
  • Speedy hands-on or remote onboarding
  • Skills-based routing, real-time monitoring, help desk, telesales
  • Multi-channel contact: phone, email, chat and web callback

Automation, Performance & Engagement

Firstcom has implemented customer engagement solutions in a variety of sectors including the financial services, energy and retail and leisure sectors. Whether you need traditional outbound sales to automate regular customer touchpoints like meter reads, or to implement click-to-pay debt collection, Firstcom can help.

Deliver great customer service  through a balance of automation, performance and engagement (APE).  Firstcom can help you align your people and technology to allow you to be more responsive and efficient.

Transparent and measurable communication is key to customer engagement. We have a track record of helping organisations deliver a consistent, measurable service. Today’s customers need to engage by any available channel and where scrutiny of the quality of that engagement is instant.

The APE methodology is all about automating processes and helping staff work smartly through intelligent right-fit technology.

call centre automation performance engagement

Customer engagement is no longer just about how you want to contact customers; it’s all about how they want to contact you or be contacted by you.  They decide how they contact you, when they contact you and what their expectations are.  Your service is measured daily against your competitors and how you perform is made public by comments and reviews on social media platforms such as Facebook and TrustPilot.

8X8

The flexible architecture of the 8×8 Contact Centre lets you integrate your headquarters, remote offices and outsourced locations into a virtual contact centre. They’ll operate seamlessly as one team regardless of geography.

Traditionally, deploying a contact centre across multiple sites and geographies required long lead times, additional specialised infrastructure and a dedicated IT staff.  With 8×8’s Contact Centre, agents simply need a phone, an internet connection and a web browser to get started.

As well as reducing overheads and optimising agent productivity, 8×8’s Contact Centre helps organisations achieve business continuity and customer service resilience.

Some of 8×8’s Contact Centre features include

  • Multi-channel contact handling
  • Skills-based routing
  • CRM integration
  • Real-time monitoring
  • Historical reporting
  • Web callback
  • IVR
  • CTI
  • Call recording
8X8 Contact Centre Solution

Puzzel Contact Centre

Puzzel’s cloud-based contact centre solution is a highly flexible and scalable multi-channel solution for companies of all sizes.  It manages voice, chat, email, social media and SMS interactions within the same application. With Puzzel, Firstcom’s clients experience increased productivity, closer customer contact and improved service levels.

Puzzel is quick to roll out and can integrate with pretty much any other technology in your contact centre including CRM and payment solutions.

Puzzel is rich in functionality and available in modular form enabling you to adapt the solution easily to the needs of your business.

Puzzel’s modules include:

  • Callout
  • Click-to-call
  • Presence management
  • Agent status control
  • Intelligent routing
  • Inbound screen pop-up
  • Call recording
  • Silent monitoring
  • Statistics
  • Real-time reporting
  • Workforce optimization
  • Speech analytics
Puzzel Contact Centre Solution

Unified Communications

Leverage all your communication channels from a unified cloud-based platform

The challenge with multi-channel communications is that they aren’t always connected to one another.  The lack of linked-up customer data means customers can get passed between multiple different advisors before their query is resolved.

By integrating your contact centre seamlessly with the rest of the business, you can unify all communications into one system that’s easy to manage. Call resolution is swifter and the customers and advisors have a better experience.

There should be one view of each individual customer, no matter which channel they have chosen to contact you.  Ideally, this view should be available to the agent in one solution so that when a customer calls, the agent has a clear history of their interactions and can quickly help solve their query.

business communications on the road

This solution should queue interactions together, along with other workflow, regardless of channel so that all inbound customer contacts are answered according to the SLAs you set.

Whether with Firstcom’s own unified comms solution or the 8×8 solution you really can have it all: world-class business phone services, collaboration and virtual meetings along with enterprise ready contact centre solutions in one secure Unified Communications Suite.

8X8 Work Apps

“A comprehensive unified communications application that integrates a business softphone with visual voicemail, corporate directory, instant messaging, multi-media conferencing and social media”

8×8 Work is a collection of comprehensive web-based business VoIP solutions.  In addition to standalone PBX, mobile support, video conferencing, softphone, SIP trunking and Internet fax, the system also offers a myriad of other applications within the suite. Integrated ACD, CTI, call recording, conference calling and auto attendant are available to address the communication needs of a small, mid-sized or enterprise business.

8×8 Work integrates with third-party software such as Salesforce, Netsuite, Zendesk, Microsoft Dynamics and Sugar CRM.  8×8 Work is well designed with a robust set of core and advanced features that include call fowarding, a chat client and a presence feature to indicate availability status.

The mobile client, available for iOS and Android, lets users access their office phone via their personal mobile device with recipients seeing your office phone number and extension, not the mobile device’s number. Using the app, you can make and receive calls (including video calls if your device is capable), check voicemail, define presence, handle 3-way calling, record any call, and even receive faxes.

For businesses looking for a call centre solution, 8×8 Work is fully integrated with 8×8’s Contact Center.

8X8 Work Apps

Multi-Channel Solutions

Firstcom is a leading provider of multi-channel contact centre solutions. Multi-channel can be voice, SMS, email and web chat. We are now seeing video and social media channels become increasingly popular.

Multi-Channel Solutions

Payment Solutions

Our payment solutions enable businesses to take payments flexibly and securely.  They include

  • pay-by-phone IVRs
  • agent-assisted payments
  • web payments
  • click-to-pay by email, chat and SMS
Payment Solutions

Productivity

Multi-channel contact centre solutions are just one facet of Firstcom’s suite of customer engagement solutions.  You can see more if our other productivity tools below.

Workforce Management

Automatic Dialers

If your business makes and receives lots of calls, you should consider a dialer.

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

Dialer
Contact Handling

Workforce Management

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

Workforce Management
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.

Contact Handling
Workforce Management

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.

Workforce Management

Automatic Dialers

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.

Dialer
Contact Centre Dialer
Contact Handling

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.

Contact Handling

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 on board 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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