Smarter Service
Transform customer and employees experiences through intelligent routing, conversational AI, agent assistance, and insights & analytics.
Company Collaboration
Streamline your business communications with one simple, all-in-one tool for every interaction.
Empowered Agents
Provide agents with AI tools to enhance engagement and solve customer problems. Simplify forecasting, and scheduling, and monitor agent performance.
Performance Insights
Measure contact centre performance with enhanced analytics to drive contact centre improvements.
Advanced Call & Contact Centre Solutions
At IT Support Southwark, we focus on enhancing call routing and contact centre solutions to improve the customer experience and increase agent productivity. Whether you’re running a busy call centre or managing remote teams, our tailored solutions ensure smooth and efficient communication across all channels.
CALL ROUTING
Smart, Personalised Customer Connections
Intelligent Inbound Call Routing
Ensure your customers are always connected to the right person when they need help. Our system prioritises returning customers, directing them to the same agent they've spoken with previously. This guarantees a more consistent and personalised experience for everyone.
Seamless CRM Integration
Our advanced softphone system integrates directly with your database or CRM, giving agents instant access to customer details and previous interactions. This allows for smooth, efficient, and personalised conversations that enhance customer satisfaction.
CONTACT CENTRE
Omnichannel Customer Engagement
Connect Across Multiple Channels
Provide customers with a unified experience by using a single customer ID across all platforms. Whether they switch from a phone call to live chat or interact with a chatbot, their journey remains seamless and uninterrupted.
Smart Customer Routing
Match customers with the right agent based on language, expertise, or preferred communication method. Reduce waiting times with self-service options and automatic call-backs, ensuring a faster, frustration-free experience.
Boost Agent Productivity
Give your team an easy-to-use communication platform that brings together calls, messages, and emails in one place. This allows your agents to work efficiently from any device, whether they're in the office or working remotely.
EMPOWERED AGENTS
Smarter Workflows & Better Performance
Optimised Scheduling
Align team schedules with call volume trends, holidays, and training sessions to maintain smooth operations and meet customer demands without disruptions.
Maintain High Service Quality
Monitor performance with call recording, speech analytics, and agent feedback tools. Ensure service excellence by tracking customer interactions and improving agent training.
Real-Time Analytics & Insights
Get a better understanding of your customers’ feelings, track emerging trends, and identify areas for improvement with live data. Use this valuable information to make well-informed decisions that will improve the customer experience and drive business success.
COMPANY COLLABORATION
Strengthen Team Communication
Effortless Internal Collaboration
Enable teams to connect with subject matter experts across your organisation with real-time presence sync, shared directories, and instant conferencing for faster issue resolution.
Engage Remote & Hybrid Agents
Support remote and hybrid teams with video meetings, coaching, and training tools. Whether through one-on-one mentoring or group training, keep your team engaged, connected, and up to date.
Keep Stakeholders Informed
Set up automatic alerts and notifications to keep key stakeholders informed with important business insights in real time.
Transform your contact centre with Southwark IT Support. Improve operations, increase customer satisfaction, and empower your team today!
The Business Value of Our Contact Centre
48%
Increase in customer satisfaction
53%
Increase in employee satisfaction
25%
Increase in average revenue per agent
46%
Increase in revenue growth rate
43%
Increase in first contact resolution
30%
Decrease in cost to serve
Tailor Every Experience
Effortlessly connect with popular CRMs to create a more personalised experience for your customers. With everything in one central hub, you can quickly access vital details like purchase history, past interactions, ticket statuses, and much more.
Get a full overview of your customers and easily integrate with any custom CRM or back-end system, ensuring your workflows remain smooth and efficient.