Moving to an IP-based Contact Centre gives you the ability to virtualise and globalise your Contact Centre operations.

This alone can improve productivity levels by up to 15%. Nevertheless, there are many other benefits.

Firstly, IP Contact Centres allow skill based routing to be implemented across Contact Centres, offshore units, branches and home workers. It allows them to work as one, making for a consistent and efficient customer interface.

Secondly, resources such as back-office applications can be switched between, or across, different operating units providing operational flexibility and agility.

Lastly, global operations can have a “follow the sun” arrangement making agents available 24 hours a day as operations open and close globally. For certain businesses, like travel, this is essential.

Affiniti’s extensive IP Contact Centre experience means we are ideally placed to help you get the most from your technology investments. Our IP Contact Centre Solutions will help you improve your customer service and business efficiency whilst enhancing your business agility and responsiveness.