Intelligent Inbound Call Routing
Enhance customer experience with intelligent inbound call routing that automatically prioritises connecting callers to the agent they previously spoke to.
When the call is answered, the agent sees all relevant customer information and notes instantly, thanks to seamless integration between our smart softphone and your existing CRM or database.
Phone
<60 Seconds response time
<1 hour response time
Fill out a form
<1 hour response time
Smart Inbound Contact Centre Solutions
Connect with Customers on Any Channel, Seamlessly
Deliver Outstanding Customer Experiences Across Every Channel
Use intelligent call and message routing to ensure customers reach the right agent, every time—no matter how they get in touch. Maintain a single customer identity across voice, chat, email, and more.
Route Calls Intelligently Based on Skills, Language, and Channel
Connect callers to the best available resource using custom queues based on agent expertise, preferred language, or contact method. Automate routing and enable intuitive self-service options to improve speed and satisfaction.
Empower Agents with a Unified Workspace
Give your team a complete view of every customer interaction in one place. With a fully integrated contact centre accessible from any device, agents can work efficiently from anywhere.
Empower Your Agents with the Right Tools and Insights
Boost performance, motivation, and service quality across your contact centre.
Keep your agents happy, engaged, and performing at their best with intelligent workforce management tools, real-time analytics, and clear performance insights. Deliver a better experience for your team, and your customers.
Smart Scheduling for Maximum Productivity
Plan shifts around customer demand, holidays, and training using intelligent workforce tools that keep teams balanced and efficient.
Maintain Consistent Service Quality
Monitor performance with voice and screen recording, speech analytics, surveys, and fair agent scoring, ensuring service stays high.
Real-Time Insights to Improve Every Interaction
Track sentiment, spot trends, and analyse contact patterns to improve customer experience and contact centre performance.
Unlock More Value with Powerful Contact Centre Integrations
Seamless tools that enhance service delivery, team performance, and customer experience.
Integrate your contact centre with leading business tools to streamline communication, support smarter operations, and drive better customer outcomes. From AI-powered routing to real-time analytics, our integrations help you do more with less.
Smarter Customer Service
Use intelligent routing, conversational AI, real-time agent assistance, and actionable insights to improve customer experience and resolution times.
Unified Communication Across Teams
Simplify internal and external communication with one central platform for calls, messages, and collaboration, built for business-wide integration.
Empowered and Productive Agents
Optimise forecasting and scheduling while tracking agent performance with built-in workforce management tools.
Real-Time Performance Analytics
Gain deep visibility into contact centre activity with enhanced reporting, sentiment analysis, and trend tracking to support continuous improvement.
Keep Key Conversations Organised and Accessible
Collaborate across teams, support remote agents, and keep stakeholders in the loop.
Bring all your important conversations into one secure platform. With smart integrations and communication tools from Intouch Communications, your teams can resolve issues faster, stay aligned, and improve decision-making, no matter where they work.
Connect with Experts Across the Organisation
Quickly solve issues by accessing a shared directory, using real-time presence sync, and seamlessly transferring or conferencing calls with internal specialists.
Support Hybrid and Remote Agents with Video Coaching
Run one-to-one or group coaching sessions using Intouch’s video tools to upskill staff, wherever they’re based.
Keep Stakeholders Updated in Real Time
Send automated alerts and notifications to the right messaging channels, keeping key contacts informed without delay.
Contact us
Get Intouch
If you’re looking to strengthen your IT infrastructure or enhance your cyber security, we’re here to help. Whether you’re after expert advice or already know what your business needs, don’t hesitate to get in touch.