Latest Posts - 19 Jun 2018
We’re delighted to announce that the Incom-CNS Group has been shortlisted as finalists in the view more >
Receiving the highest customer satisfaction scores in the industry* Mitel's architecture is easy to deploy, manage, scale and use.
If you're looking for a contact centre solution to unify your communications and deliver high levels of service and productivity, the Mitel Enterprise Contact Centre - with complete multimedia and outbound capabilities, is the solution for your business.
Mitel Enterprise Contact Centre is a scalable solution for organisations across all sectors, ranging from 10 up to 1,000 agents. Powered by Mitel's on-premise unified communications solutions, your agents can work anywhere - in one location, across multiple sites or at home.
The advanced call routing and CRM features of Mitel Enterprise Contact Centre provide a range of intelligent options to manage your calls and communicate with your customers; turning your contact centre into a revenue centre.
Advance reporting for business intelligence improves your service levels, optimises performance, enhances productivity and allows you to plan resources by accessing real-time data at the click of a button. The cutting-edge, reporting element of the Mitel Enterprise Contact Centre features pre-built performance reports that can be quickly generated or customised using simple drag and drop operations. These reports provide real-time statistical and graphical data about contact centre activity and allow supervisors to manage agents to react to changing situations.
The simplicity of Mitel's architecture allows you to manage your system quickly and efficiently in-house. Real-time management gives you a comprehensive view of current activity and tools to make changes instantly and deal with issues swiftly.
Geographic redundancy protects your communications network by maintaining calls, routing and connectivity (even if the first hop router fails) whilst reducing and optimising user bandwidth over WAN.
Mitel's ECC solution helps reduce costs, company-wide by streamlining business processes and providing critical business information with ease. Our customers who have purchased a ShoreTel solution within the last 12-months have reported how it has them helped save money through significantly reduced management costs, improved their flexibility and increased efficiencies.
People today are used to consuming a lot more content, faster, more frequently and on numerous devices. And for the younger generation, it's all about the “visual experience”.
A well thought-out internal communications strategy designed to appeal to your different employee groups will not only help retain your people and attract future stars, it will also allow you to furnish your agents with the information and metrics they need to confidently answer customer questions the first time. Just as confidence builds trust and encourages loyalty, lack of confidence breeds doubt resulting in customer attrition, lower buy frequency and higher agent attrition. Ultimately, this can lead to significantly increased operational costs and eroded profits.
To guarantee you have the best visual tools to create supportive and engaging agent environments, we partner with visual communications and employee engagement experts, SJS Solutions.
Their highly flexible, dynamic wallboard solutions are easy to deploy and affordable. Together, we enable joint customers to remove communication bottlenecks and vastly improve their contact centre environments. Optymyse works in perfect harmony with numerous contact centre solutions and can be used to capture data from other back office systems such as CRM, help desk, customer surveys and WFM.
* Based on an NPS score of 74 which is significantly above industry averages and the generally acknowledged World-Class NPS score of 50.
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People are more connected than ever. We call, text, email, message, tweet and view streams of data across multiple communications channels every day. For telecoms providers, this increases the importance of maintaining robust service quality.
According to research from Teleco Professionals, 75% of telecoms service providers make network quality a k
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"We were impressed with how Incom looked to help us save money, improve our flexibility to manage seasonal demands and increase our efficiencies. "
"The staff at Incom have all been professional and supportive during the transition and made the switchover as seamless as possible from a user perspective."