Contact4Business

Publishing

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

Cloud-based telecoms for the publishing 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.

Last Agent Routing

Skills Based Routing

Surveys

Reporting 

Call Classifications

Call Back

Webchat

Email

As a customer

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To save continually repeating myself when I call, I would like to be automatically connected to the Agent I last spoke with (Last Agent Routing)

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I would like to speak with an agent who has the appropriate skills to handle my query and for this to be dealt with in a single, frictionless interaction (Skills Based Routing)

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If call Queue times are long, rather than hold for an Agent, I would like to be given the option to request a call back but at the same time retain my position in Queue (Call Back)

As a Customer Support/Sales Team Member

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I would like to be able to gauge the amount of calls we receive in relation to a certain customer request so we can continually look to improve our CX through obtaining these insights (Call Classifications)

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It is of paramount importance that we are able to see, both real-time and historically, Agent performance and interaction handling times against the KPIs that we have set (Reporting)

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In order to maximise efficiency and to assist us in our continuity of service, we have multiple teams with associated skill-sets that we need to dynamically route interactions to in order to give us the best chance of a first contact resolution/closed sale (Skills-based Routing)

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