Contact Centre

Supporting enhanced customer experience and digital transformation strategies that optimise efficiency, engagement, and satisfaction

Five9

The Contact Centre is your organisation’s front door. This means that superior customer service is not a ‘nice to have’… It is vital. For this reason, Exponential-e has partnered with Five9 to deliver a highly resilient, open, and secure Cloud-based platform for the Contact Centre that has already won numerous awards for innovation.

Our consultative approach means that we tailor the design to suit your unique customer journey, offering:

Five9 enables agents to create
more effective customer relationships. Engage customers on their channel of choice, streamline operations, and use the power of collaborative intelligence, AI, automation, and cloud to increase business agility.

Practical AI - reduce costs
while increasing productivity with practical applications of artificial intelligence. Enable customer self-service options with Intelligent Virtual Agents and provide real-time coaching with Agent Assist.

Microsoft-certified solutions,
hosted in leading UK data centres.

Pre-built CRM and ITSM
integrations, as well as the ability to connect to legacy systems.

Fully centralised customer histories
providing valuable insights for
advisors throughout every step of the customer journey.

Tools that collect structured and unstructured data to better understand customer intent and improve self-service, engagement, and agent productivity.

Workforce Optimization
to boost agent productivity, improve first contact resolution, and increase conversion rates.

Workflow Automation
connects your contact center with other business systems, enabling you to act on customer data in real-time and trigger cross-platform workflows, reducing workload while saving time and cost.

Speech-enabled IVR
(Interactive Voice Response) and intelligent virtual assistants, with next-generation speech recognition, based on machine learning from companies such as Google, IBM, Salesforce, and others.

Both Exponential-e and Five9 have industry leading Net Promotor Scores, demonstrating the joint commitment to achieving peace of mind in the Contact Centre that underpins every solution we design and deliver.

Puzzel

With most customer journeys starting online, it is vital that the Contact Centre is fully engaged with every step of the customer experience. With the industry-leading Puzzel solution, you can automatically engage with customers from the moment they land on your site, via an easy-to-use, Cloud-based omni-channel solution with packages to suit every budget.

Exponential-e's partnership with Puzzel allows us to put the full range of tools needed to deliver exceptional customer outcomes at your and your agents’ fingertips, including:

A Cloud-native solution across voice, email, webchat, social media, SMS, & video.
Agent Assist to optimise agents’ productivity, wherever they are connecting from.
Performance management tools that consolidate data across Contact Centre systems.
Quality Assurance and Workforce Management packages.
Open software that integrates with the tools and systems already in place.
Video chat with customers, including screen-sharing tools, to deliver a more efficient and personalised service.