Contact Centre Implementation

ARO combines technologies to create solutions that transform an OK contact centre customer service into exceptional, loyalty-winning experiences.

Customer loyalty isn’t won on product or price – what really builds allegiance is the quality of your contact centre customer experience (CX). Our contact centre implementation strategies deliver consistently high-quality and connected customer experiences across multiple channels. 

High quality, intuitive and fully connected communications are non-negotiable foundations of delivering an exceptional customer experience today. ARO consultants guide you at every stage of the contact centre implementation process, helping you to customise technology solutions to offer more choice, more flexibility and more satisfying interactions for your customers and agents.

Technology-enhanced CX

From setting up a call centre to introducing wall boards, entry level reporting and CRM integrations, to AI-driven virtual assistants. We guide you on how to configure your contact centre to give your customers the flexibility to choose the mode of communication they prefer and to even switch between channels without needing to repeat themselves. 

  • Webchat. From scripted chats to intuitive virtual agents that can answer routine customer questions while agents focus on other tasks.  
  • Wallboards. Access to powerful live data gives contact centre teams better insight into call queues and the live status of events.
  • AI and self-service tools. With advanced software solutions, we streamline your contact centre process by automating every step of your customer journey.
  • Software integration. We’ll advise you on how to integrate multiple systems and processes, so you can share data seamlessly across your organisation.

Gartner research says more than two-thirds of companies now compete primarily based on customer experience. From call routing and recording, to using AI to automate responses to routine requests – we elevate your service levels at every touchpoint.”

Our technical expertise

Contact Centre Implementation. Only better.

01

Established contact centre technology partnerships

Gamma, Talkdesk, Wildix – gold and platinum partnerships with leading vendors mean we select the best contact centre software solutions for your business needs and budget.

02

Applying technology to deliver exceptional CX

For example, when setting up a call centre, we can configure skills-based routing and last agent routing to direct your customers to the right place, right away.

03

Improve your contact centre metrics

ARO solutions speed up resolutions, reduce call queues and improve customer loyalty, helping you to achieve your customer service strategy.

Impact where it matters

62%
Improved agent productivity & knowledge

According to 62% of customers, agent knowledge and resourcefulness are key in shaping a positive customer service experience.³

60%
Speeding up issue resolution

Self-service options and seamless knowledge sharing enhance efficiency and 60% of customers value the ability to resolve issues quickly.

Omnichannel communications

Voice, email, and webchat – choice and flexibility lead to better experiences for your customers and your agents.

A contact centre is a centralised facility or department within an organisation that manages customer interactions. These customer interactions are handled across various channels such as calls, email, chat, voice over IP (VoIP) and website support.

CCaaS (Contact Center as a Service) is a cloud-based solution that provides businesses with access to a contact centre provider’s software. CCaaS solutions allows businesses to efficiently manage customer interactions without the need for extensive on-premises hardware or infrastructure.

The four key features of a contact centre include multichannel communication such as phone, email, chat, and social media, automatic call distribution (ACD), interactive voice response (IVR) systems, and analytics and reporting.

Implementing a contact centre involves several steps. First, assess your organisation’s specific needs and goals. Select the right technology, whether it’s an on-premises solution or a cloud-based CCaaS. And lastly, Define and configure the necessary features, such as ACD, IVR, and reporting tools.

A CRM focuses on managing and analysing customer data and interactions throughout the customer lifecycle whereas a contact centre mainly focuses on handling real-time customer communications and interactions. While a CRM and contact centre can integrate, they serve different aspects of customer engagement and management.

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