CONTACT CENTRE SOLUTIONS

Redstone delivers true end-to-end contact centre solutions. We are uniquely placed to provide competitive advantage by delivering unified solutions that address all the component parts of a complete contact centre deployment, including telecommunications and state-of-the-art applications. Post installation, Redstone can take full operational ownership of your contact centre ensuring complete peace of mind and leaving you to focus on your core business.

Customers will derive major benefits from an integrated Redstone approach resulting in a step change in contact centre performance in terms of customer experience, transaction costs and management time.

Click here to see how Redstone can transform your contact centre performance

Interactive Voice Response (IVR) Redstone’s IVR solution helps guide customers to the required information over the telephone via an intuitive series of prompts, dramatically reducing operational costs by fully or partially automating customer calls.

Computer Telephony Integration (CTI) CTI links up your computers and telephones allowing customer profiles to be retrieved from CRM systems based on call tags such as caller ID from incoming or outgoing calls.

Workforce Optimisation Redstone’s workforce optimisation solutions help you align your goals and strategies to your customer interaction, ensuring that workforce performance is monitored against your organisation’s real priorities.

Campaign Management - Our aim at Redstone is to optimise the efficiency of all outbound communications, delivering solutions to schedule, managing calls and providing callers with consistent and flexible prompts to help them capture required data. To manage outbound calls, predictive diallers allow agents to reach more customers, more quickly and more profitably.

Call Recording and Analysis - Customer interaction needs to be analysed in order to understand and improve organisational performance. A call recording solution from Redstone enables conversations to be stored as a permanent record and accessed on demand.

Voice Verification - Partnering with VoiceVault, Redstone can quickly, easily and cost effectively use speech to verify a caller’s identity. Voice verification integrates seamlessly with established IVR and call centre systems improving work flow and security while reducing call handing costs.

Non Voice - Managing and responding to customer emails, web forms, SMS and all other ‘non voice’ enquiries, is becoming an increasing challenge.  By implementing SmartAgent from our partner, numero, organisations are able to automate a high degree of ‘non-voice’ based customer interactions.  This allows customer service agents to focus on high value transactions and organisations to increase overall productivity and quality of service.

Home-working/distributed workforce - Redstone’s virtual contact centre solutions enable the seamless integration of additional contact centres and home-working agents. This operates as one contact centre regardless of agents’ location in terms of call routing, workforce optimisation and performance monitoring.

Call routing - Redstone’s intelligent call routing solution not only enhances the caller experience but can significantly increase agent productivity. The Call Routing Server enables intelligent call routing for inbound calls, which is based on received calls matched with customer information, contact centre statistics or agent skills and availability.

Telecoms - Through our telecoms division, Redstone Telecom, we are able to provide reliable Business Telephony services, Line Rental, Non Geographic Numbers, SMS and Premium Rate Services.