Contact4Business

Contact Centres & Support Desks

A hosted business telephone service designed for industries based around service & support teams that resides in the cloud rather than in your office.

Cloud-based telecoms for contact centres & support desks.

Contact4Business powered by RPM provides an extensive range of fixed and mobile telephony capabilities accessed through an easy-to-use web portal. It allows you to easily manage your environment whilst enabling your employees to maximise their productivity.

With a range of simple to use, powerful features you can easily control, Contact4Business enables seamless flexible working, business continuity, improved security and lower call costs. Contact4Business is suitable for any size of business looking to improve its productivity and image.

Feature Highlights

All these features are included in our system as standard. We’ve highlighted examples of how these could work for you.

Last Agent Routing

Skills Based Routing

Callback Slots

Agent Scripts

Call Classifications

Inbuilt CRM

Webchat

Email

As a customer

$

I want my call dealt with by the correct person the first time I call in (Skills based routing)

$

If I do have to call back in, I want my call to go back to the person I spoke to last (Last Agent routing)

$

I want the Agent to know my interaction history (Inbuilt CRM)

$

I want to know how quickly my call will be answered (Position in queue / Queue wait time)

$

I want to get support in a way that is convenient to me (Omnichannel)

As a Support Desk Manager

$

I want to be able to monitor and coach my new starters (Supervisor call whisper)

$

I want feedback on the service that has been given to my customers (CSAT Survey)

$

I want to know why people are calling in (Call classification)

$

I want a way to prompt my team on what questions to ask (Scripts)

$

I want to measure omnichannel queue stats to make sure we are hitting SLAs (Wallboards / Reports / Supervisor Portal)

At-a-glance: Contact4Business Features

Call routing features

  • Voice, Email and Webchat
  • Caller Call Back Requests
  • Post-Call Surveys
  • Dynamic/VIP Routing
  • Queue Priority/Caller Priority
  • IVR
  • Omni Blending
  • Call Flow Author GUI

User features

  • Agent Web Portal
  • Last Agent Routing
  • CRM Integration
  • Call Recording – Opt out
  • Agent Scripting
  • User Configurable – Changes
  • Dynamic Abandoned Call Back
  • Outbound CLI Presentation
  • Skills-Based Routing

Supervisor features

  • Real-Time/Historical Reporting
  • Diagnostic Reporting
  • Call Classifications
  • Coach/Monitor/Barge-In
  • Live Agent Status Change

Award-winning communications provider to business customers

Our fully consultative approach means you’ll get an end-to-end communications solution that works for you, whatever your industry. We will put the right package in place to help you reduce customer wait times, efficiently manage calls and improve your company image.

With over 15 years in the industry, 24/7/365 dedicated in-house support and a life-time guarantee on our systems, you’re in safe hands.

Get in touch