Collaboration Platforms Supported

Cisco Webex Calling

A truly end to end single vendor platform, from cloud to contact centre to endpoints and all administered in a single pane of glass.

Microsoft Teams

With 320 million active monthly users, Teams is the collaboration tool of choice for many large organisations.

RingCentral EX

A leader in the Gartner Magic Quadrant for UCaaS for seven years in a row. 

On-prem or mixed voice estates

Not ready for Cloud yet? Many of our clients choose to remain at least partially on-prem or wait for upgrades until assets needs replacing. Choose your own path, our architect and engineer-led teams, are adept at integrating and supporting multiplatform solutions.

SCC’s architect experts work with leading contact centre vendors to deliver cost effective yet transformative technically advanced solutions

Cost Management

Bring Contact Centre into your operating costs by taking Contact Centre as a Service (CCaas) Remove the irregular costs of infrastructure purchases and upgrades with a fully manged, evergreen solution.

Flexible Working

Deliver calls to agents wherever you need them to be. Homeworking or location agnostic environments can be deployed to ease the demands of office working to improve recruitment and retention of staff.

Future Proof

Use technologies such as integrations automation, advanced analytics, and AI to further enhance customer and employee experience & improve operational efficiency.

On-prem & Mixed Environments

Moving to a new solution does not need to be difficult or be delivered in one big bang. Integrating solutions to soften the migration e.g. from on-premises to cloud, and to sweat assets, can be the ideal resolution.

Finding the Right Cloud Contact Centre Solution

For clients who are looking to stay ahead of changing customer expectations we can offer consulting across contact centre solutions along with full delivery and support services for many solutions that integrate with your chosen collaboration platform and deliver the following capabilities

Skills based call routing

Automatic Call Distribution (ACD) with skills-based routing to support quicker responses by the most suitably experienced agents. All configurable by supervisors with direct hands-on experience rather than waiting for a ticket to be actioned in a support team.

Omni-channel functionality

Integrating chat, social media, messaging applications and email. to capture every media platform your customers may be communicating through.

3rd Party integration

With many services to provide a swifter and more professional agent and customer experience e.g. delivering contacts from within a CRM to enhance the customer experience while easing the role of the agent.

Reporting

Analytics and clear management dashboards to provide insight, productivity reports and customer feedback. Both readymade and bespoke options to deliver the reporting you need, when you need it.

First contact IVR

With speech-enabled generative AI capability to simplify the incoming caller experience. Providing information to ensure the caller is either able to self-serve or is routed to the correct agent with as much pre-emptive knowledge as possible. 

Automation & AI

Not only can SCC’s experts design, deploy and support your contact centre, but they have the capability to deliver to deliver low code  apps, automation and AI add-on’s to provide advanced customer experience solutions.

Collaboration Platforms Supported

Cisco Webex Contact Center

The future of contact centre is here.

Designed and built from its foundation as a Software-as-a-Service (SaaS) cloud solution, Webex Contact Centre’s best-of-breed platform architecture brings your business the innovation, flexibility, scalability, and agility of the cloud without sacrificing security. Agents can work from anywhere utilising Webex Contact Centre, which is built entirely in the cloud, on the global Webex backbone enabling a 99.99 uptime for peace of mind.Highly scalable, Webex Contact Centre enables rapid time to market and time to new revenue while minimising upfront capital investment.

SCC architects, as experts in both Cisco Webex and Microsoft Teams, can ensure that, the Cisco’s marketing leading contact centre solution can be integrated into the worlds most popular collaboration platform

Flexible, customisable platform

Webex Contact Centre is built with flexibility in mind with open APIs to allow integrations into essential CRM, collaboration systems and business apps enabling agents to identify customers, and their previous interactions quickly, plus easy access to colleagues.

Omni channel

Customers want the right answer to their question, without wasting time and on their chosen communication channel. Webex Contact Centre customers can contact you via calling, social media, email and web chat.

Reporting and dashboards

Improve efficiency with real-time and historical operational dashboards and reports.

AI driven self service

Through AI powered voice and chat virtual agents, businesses can now offer 24/7 self service to customers enabling them to call at any time of the day.

Global scalability

Empower agents to work anywhere – fast. When you need to offload expanding call volume, or agents need to work from home, Webex Contact Centre can be quickly deployed to allow your agents to take calls from anywhere. Give your contact centre staff seamless experiences, no matter where they are.

RingCentral CX

RingCentral offers a product set that delivers solutions for every business case to suit the functionality and efficiency you require for your specific contact centre needs.

SCC chooses to partner with RingCentral as a leading global provider of the highest quality, cloud-based collaboration solutions. The increased flexibility & cost effectiveness delivered by the RingCentral Contact Centre platform improves the agent experience leading to a much stronger customer experience.

SCC & RingCentral deliver everything a business needs from a contact centre to ensure your agents can work from a single user interface and your customers will be able to receive the best resolution on first contact.

Inbound & Outbound Contact Centres

Route every inbound call to the right agent at the right time, whilst automatically sending customer information to the agent’s desktop so they can resolve issues quickly, while with Engage Voice, turn any agent into an outbound/blended worker. Maximise your agent productivity, reduce agent downtime and connect with more customers through scripting and CRM integrations across fewer applications.

Deploy at scale for large enterprises

Due to its cloud SaaS architecture, a RingCentral contact centre can be easily deployed at scale to suit any business. Multiple data centres throughout the world ensure that whatever the size of an organisation today, or their future plans for growth, RingCentral can scale up or down to suit the business needs.

Omnichannel

RingCentral Engage Digital allows your customers to communicate with you on the channel of their choice. Through voice, social channels, live chat, email and SMS, your agents will be able to transfer between customer channels seamlessly, providing an excellent customer experience.

Collaborative contact centre

With RingCentral Pulse, you can configure intelligent bots to monitor what is most important for your contact centre without the need to build an integration. Empower agents, instantly connect customers and experts and solve service issues quickly and efficiently.

Actionable Analytics & Reporting

Improve service and sales with real-time reports and in-depth customer surveys.
 
The rich dashboard setup enables agents to monitor their own KPIs such as average handle time, conversation rates, first-call closes, occupancy and other key metrics. The ability to easily track and measure agent performance through a closed, consistent feedback loop supports effective personal development across your contact centre.

CRM software integrations

Optimise workflows by leveraging everyday apps and customising your own with open API’s. RingCentral natively integrates with many out-of–the-box CRM solutions including; Microsoft Dynamics 365, ServiceNow, Salesforce, Oracle and NetSuite.

Fully managed, evergreen solution

As a cloud based, fully resilient managed service, the RingCentral contact centre solution removes the reliance on customer infrastructure and applications. The solution is always up to date with upgrades and patches applied in the background with no impact on service, reducing both the customer skills dependency and the cost of upgrading infrastructure on a regular basis.

Agent management software

Work more efficiently with a greater flexibility thanks to user-friendly agent and management interfaces. Cloud based agent connectivity means agents can work from anywhere with an internet connection reducing the need for large contact centre locations and increasing agent flexibility.

Teams Certified Contact Centre

As a specialist Microsoft provider, SCC knows Teams inside out and we partner with a carefully selected range of industry-leading Microsoft-certified cloud contact centre specialists to ensure we have a solution to suit all Teams Contact Centre use cases. We have unrivalled experience in designing, deploying and integrating contact centre both with our own Voice for Teams, Direct Routing product, as well as other Microsoft voice solutions.

Not only are we able to help you add the technology, but we’ll also manage the full end-to-end project from systems architecture and planning through to legacy systems removal or integration, user training and onboarding, plus we provide ongoing Tier 2 support for all our Teams contact centre solutions

Advanced Call Routing

– Skills based routing
– IVR routing
– Workflow editor
– Outbound calling
– Queue management

Agent Features

– After call activities barge, monitor and whisper
– Attendant console

Compliance Recording

– Call, chat and screen recording
– Call transcription
– PCI / MIFID compliance
– Sentiment analysis
– Cross platform & mobile recording
– Conversational analytics

Omnichannel

– Chat, email and social integration
– Voice and chat bots
– Natural language IVRs

Reporting and Analytics

–  Historical reporting of –  queues and agents
–  Customisable real-time dashboards / wallboards
–  Bespoke Power BI reporting

Integrations, Automation & AI

–  CRM, workforce management & bespoke integrations
–  Automation using Power Platform and generative AI

Our Teams Contact Centre Partners

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No matter how big or small your communication and collaboration challenge may be, our experienced team is ready and willing to help. Please use this form to provide us with more details

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