Faced with rising costs, complex infrastructure and the need to understand fast-evolving customer behaviour, contact centres need to embrace digitalisation.
Streamline operations, drive cost savings and enhance the customer experience with Engage Hub’s Contact Centre Automation solutions.
Customers expect service that’s fast and efficient. To deliver it, you need new generation AI-powered Natural Language Processing (NLP) and speech recognition.
Capturing, interpreting and understanding intent, our Conversational AI enables callers to resolve issues quickly by routing them to their self-service channel of choice – delivering measurable customer satisfaction improvements and significant cost savings.
From traditional and dynamic IVR to automated payments and call-recording, our call deflection solutions meet the needs of your business and your customers – seamlessly integrating and complementing existing call centre infrastructure without any costly changes.
Agent time is valuable. Free it up for high-value interactions by digitalising first-line support to resolve customer queries through digital channels in the first instance.
From common problems to more complex decision trees, our Cross-channel Chatbot uses our NLP engine to understand and resolve queries. Working across all channels in real-time, it improves average call handling time, reduces call transfers, drives efficiencies and guarantees a personalised customer experience, whatever the channel.
Make it easier for agents to manage live conversations handed off from first-line digital channels. It’s seamless with Engage Hub Agent, which gives them access to relevant customer data in real-time, along with the power to update it with call outcomes, view history, manage consent preferences and send post-call personalised surveys.
PCI-compliant, it also enables agents to support vulnerable customers and take IVR credit card payments securely. Empowering agents in this way doesn’t just enhance the customer experience – it reduces agent churn and training costs, too.
Every customer journey is unique. Identify the reasons why customers get in touch and discover what they are trying to achieve with Engage Hub’s Customer Journey Tracker.
Unifying data from multiple sources and existing systems, it delivers a bird’s eye view of each interaction your customer has with your business – giving you the power to personalise and optimise their experience.
Freeing you from information silos, Customer Journey Tracker gives you a holistic understanding of end-to-end touchpoints and enables you to track KPIs. Overlaid with our Conversational AI, it records every interaction – so you can analyse common issues and further optimise your call deflection strategy.
Today’s customers demand swift, personalised responses and seamless cross-channel experiences. To stay ahead of the curve, you need to engage customers on their choice of channel.
From WhatsApp to RCS (Rich Communication Messaging), SMS, email and more, Engage Hub simplifies and scales communication by uniting multiple channels under a single platform. The digital deflection solutions empower customers to choose alternative channels prior to calling or while they’re in a queue.
We’re continually strengthening our contact centre automation solutions – and one way we do this is via partnerships with leading software, platform and contact centre providers.
Engage Hub Contact Centre Automation provides solutions before, during and after agent interactions to streamline and optimise operations.
We combine AI-powered and NLP-driven speech recognition with personalisation, dynamic and conversational IVR to power contact centre optimisation.
Complementing your existing infrastructure, our solutions integrate seamlessly with your systems including Genesys, Avaya, Cisco, BT and more.
From anticipating caller intent to providing personalised menus and offering alternatives to queuing – our solutions get your customers to the right destination, fast.
What happens to our current system after implementation? Do we need to replace it?
Engage Hub contact centre automation solutions are designed to complement your existing infrastructure, integrating seamlessly with your existing systems such as Genesys, Avaya, Cisco, BT and more.
When can we get started?
You can get started right away. Simply get in touch and we’ll have you up and running in no time.
How do I get my customers to speak with an agent faster?
Use predictive call handling that expedites resolution by anticipating caller intent, delivering personalised menus, offering channels as an alternative to queuing and/or routing people to the right destination much faster. Cloud call distribution unlocks time-based routing and delivers priority and intelligent queueing, queue callback, call connect, call whispering and anonymous calling.
How do I ensure data security within my contact centre?
As a technology solutions provider, we go through a number of audits and grant compliance certifications to ensure we can handle your business and customer data securely and seamlessly.
We’re proud to be officially certified for ISO 27001, PCI and GDPR regulations. For us, these certifications are more than just a tick in a box. This is about protecting the people who matter the most – customers – and ensuring they receive the best possible experience at every step of their journey.