Cloud Contact Centre – 2017-09-14T10:58:43+00:00

Whether your contact centre is large or small, Cirrus Contact Centre provides you with a complete, cloud-based solution that enables you to make a step change and deliver the experience your customers deserve.

As a pay-as-you-go service, there is no reason you cannot gain the benefits of Cirrus Contact Centre today.

We simply work with you to define your customer experience and provide you with your Cirrus Contact Centre.

Complete Contact Centre Control

With Cirrus you get the opportunity to work the way you want to work, there are no restrictions or limitations, you simply define each customer experience, how the call is queued, the intelligence associated with routing and the self-service options available.

Advanced Queuing

Build your own cloud call centre by easily extending or integrating it with your existing e-commerce and business platforms.

Value Based Routing

Cirrus enables contact centres to move beyond purely skill-based routing, taking into consideration both the customer and the historic performance of the agent, to route the call to the agent that is most likely to gain the best outcome for the customer.

Desktop Integration

Productivity and customer service is significantly improved through tight desktop integration that includes as standard both Salesforce.com and Microsoft Dynamics.

Recording & Performance
Monitoring

Cirrus enables each interaction to be fully recorded in the cloud, enabling the ability for analysis of agent performance, process compliance, and the end-to-end customer experience.

Voice Prompts & Self Service

Cirrus allows you to professionally manage each interaction with voice prompts to enable improved routing and intelligently offers self-service options to improve the customer experience.

Real-Time Visibility

Highly visual dashboards enables contact centre managers to gain real-time insight into their operation, continually monitoring performance against key metrics and providing the ability to closely control and manage their contact centre.

Integrations

Scalability, Stability, and Security

The Cirrus Cloud is designed to provide peace of mind and won’t let you down. Focus on growing revenues and providing better customer experiences.

Cirrus provides an innovative compliance solution that ensures your agents and business is protected, while your customers continue to get great service.

Our own synchronised state-of-the art data centres in London, Birmingham, and Manchester operate independently with double digit internet and major PSTN vendor connections. There’s no 3rd party data centre, network or related technology to blame. This market defining configuration means we ‘could’ lose more than one entire facility without any impact on our customers.

The net effect? Cirrus customers don’t really know what down time means because they wouldn’t ever know about it.

Focus on your business goals without the worry and let Cirrus ensure you remain connected to your customers.

Complete control

Spin up new agents fast and provide access via the browser or mobile app. Select new numbers in a few clicks, combined with an elastic capacity, to ensure customers always get answered.

Better outcomes

Use any CRM or bespoke source of data to route more intelligently and accurately. Provide a single view of the cross-channel customer journey and empower agents with everything at their fingertips.

Exceptional Customer Experience

By taking the experience one stage further and not only routing the call to the most appropriate agent but the current best performing agent.

Unprecedented Flexibility

From comprehensive standard and user-defined reporting and the standard ability to monitor every call, providing both customer and operational insight.

Work Smarter & Reduce Costs

By ensuring that each call is managed and handled in the most effective way, resolving more calls first time, optimising call duration and reducing avoidable calls.

Reduced Total Cost of Ownership (TCO)

Capture every interaction with a customer over the phone, providing insights and knowledge of how best to handle callers but to also learn about what you can do differently in terms of resourcing.

Compliance Made Easy

Cirrus provides an innovative compliance solution that ensures your agents and business are protected, while your customers continue to get great service.

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Get Customers Better Connected

Queue More Intelligently

Cirrus Intelligent Queuing uses customer relationship data to make real-time routing decisions across channels including webchat, email and social media.

Information such as ‘top spenders’, ‘new’ customer or even ‘best performing agent’ can be used as part of the routing decision process.

Customers don’t actually have to queue either, with more informative custom announcements and data driven or prioritised queued call-backs. If a customer hangs up before being connected, the Cirrus Queue Rescue solution makes sure they know you care about it, and will really differentiate your service team from your competitors.

The Cirrus solution puts you in control and gives you the right tools to define your routing strategy. Ensure the right agent is always selected to help a customer or to maximise the opportunity.

Make Better Decisions

Cirrus Analytics helps to identify customer contact trends and enables better decision making. Discover what you could be doing better, faster, easier or more cost effectively.

Measure against KPI’s using standard reports or customise to view data the way that works for your organisation. Benefit from every stage of every interaction being available to relate agent performance, call outcome and operational efficiency information.

The Cirrus Cloud reporting capabilities will help to improve Contact Centre and overall operational processes, reduce cost per call and provide the knowledge on how to provide an effortless customer experience.

Happier, More Capable Agents

Cirrus provides a more complete agent application that can be ‘connected’ to existing bespoke or off-the-shelf solutions such as Salesforce or Microsoft Dynamics easily.

Agents have everything at their fingertips to answer customer queries faster and more effectively from multiple channels, reducing repeat contacts and providing an effortless, more personal, experience. Cost per call goes down and sales opportunities are maximised

Make the agents job easier and the customers will remember how great they made them feel.

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