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Who we help / Contact centres

Cover after-hours calls and reduce avoidable transfers.

We build contact centres on Microsoft or NICE where an AI agent handles the tasks you agree on and passes the rest to a person.

Talk to us about your contact centre
A contact-centre team leader at a standing desk looks out over her team of agents in headsets. Illustrative image.

Routine requests fill the queue while harder calls wait.

Changing an appointment, resetting a password and reporting a missed bin all take an agent's time, but rarely need their judgement. After hours, the same requests go to voicemail or wait until morning.

You're measured on how quickly calls are answered, how many are resolved on the first call and what each one costs. Callers want their problem dealt with in the first call too.

Let an AI agent take the after-hours requests you agree on.

Say a resident calls at 9pm about a barking dog. The AI agent can take the details for a call back the next morning. You decide which requests it passes on like that and which it handles on its own.

Start with simple tasks, such as changing an appointment, and add harder ones as your customers and staff come to trust it.

See how we build contact centres
A woman makes a phone call at her kitchen window at night. Illustrative image.

Decide what the AI agent knows and what it can reach.

An AI agent answers from your own knowledge articles and completes tasks through the systems it's connected to. Out-of-date articles give out-of-date answers, so they need checking before the agent goes live.

We limit its access to what each task needs, and automate the follow-up, such as logging a request, with Microsoft Power Platform.

See AI and automation

When calls break up, the fault can be in the network or a headset.

Choppy audio and dropped calls can start in the contact-centre platform, the network, the Wi-Fi or an agent's headset. We check each in turn and fix the one at fault.

We also set up the wired and wireless network for the contact-centre floor, and support it after go-live.

See how we design and manage networks
A contact-centre adviser wearing a headset listens to a caller. Illustrative image.

Questions we can answer for you.

Bring your call types and hours to a first conversation, and we'll go through these with you.

  • Which of our calls could an AI agent handle on its own?
  • Which after-hours calls can wait for a call back, and which can't?
  • Why are some calls transferred more than once?
  • What should the AI agent know, and what should it never touch?
  • Should we use Microsoft's contact-centre tools or NICE CXone?
  • Why do calls break up for some agents and not others?

Read more about contact centres and calling.

Send us the requests that fill your queue.

Tell us your channels, the hours you need covered and the requests agents handle most. We'll call to propose a contact centre AI value assessment, which shows the tasks an AI agent could take first. We agree the assessment's scope and cost with you before it starts.

Ask about a contact centre AI value assessment