Contact4Business

Manufacturing

A hosted business telephone service designed for manufacturing industries that resides in the cloud rather than in your office.

Cloud-based telecoms for the manufacturing sector.

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.

Email

Browser Based

VIP Routing – Priority customers

Call Classifications

Last Agent routing

Scheduled Call back

Call Back

As a customer

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My main method of communication with businesses is via Email. Therefore, I would like my email routed to an appropriate Agent, with the necessary skills-sets to service my request efficiently (Email)

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I am a customer who spends a lot of money with this company each month and I expect to have my calls handled as a priority (VIP Routing)

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If call Queue times are long, I would like to request a Call Back but retain my position in Queue (Call Back)

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My calls are handled by a Customer Service Team but I would expect my call(s to be handled by the last Agent I spoke with (Last Agent Routing)

As a Receptionist/Customer Service Team Member

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We receive emails into a generic mailbox but would like to prioritise certain emails based on criteria such as sender and/or trigger words within the email body text, and then route to a suitable Agent (Email/Skills-Based Routing)

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We would like to offer a Call Back option to customers but only under certain conditions (such based on a position in Queue or Average Answer time). However, we would like to decide when these calls backs are made (Call Back Slots)

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We need visibility and insights of the outcome of interactions we have with our customers (Call Classifications)

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