Contact Centre

In a hyperconnected world, we build omnichannel cloud contact centre solutions that support your customers throughout their journey with you. Whichever route they decide to take.

We design, develop, and maintain your contact centre technology infrastructure so you can deliver your customers a great experience from every interaction they have with you – whether they’re troubleshooting an issue over a customer support line, raising a query through an AI agent or seeking a progress update on a mobile app.

We design and deliver omnichannel contact centre strategies that enable your agents to transition seamlessly between communication channels during a single service interaction. This means, however your customers connect with you – phone, email, instant messaging, chatbot – you can pick up from where a previous interaction ended, regardless of the channel it initially took place.

The rise of omnichannel brings new opportunities for Contact Centres. Modern platforms need to communicate on customers’ preferred channel choices, enabling you to give the personal touch with customers – at scale. Naturally, omnichannel contact centres need to be phone platform-agnostic and work with any hosted phone systems and collaboration platforms. That’s why we specialise in delivering contact centres that work with Gamma, Wildix, Talkdesk, or any other platform.

We have Gold and Platinum partner status with the best providers in the business. Naturally, this gives you access to their market-leading solutions. Whether you need basic applications for a small team of agents, or have multi-site multimedia requirements, we can transform your call centre operations. How we use and combine these technologies makes the difference between an OK and a great customer experience. For example, we can configure advanced queue management options, such as skills-based routing and last agent routing, to direct your customers to the right place, right away. And with AI and self-service tools, we up productivity and response times by automating every step of your customer journey.

  • Cloud-based contact centre solutions. Scale up or down by simply adding or removing seats from your license and seamlessly integrate your systems and processes so you can seamlessly share data across your organisation.
  • Webchat. From basic, scripted webchats to intelligent virtual agents, you can quickly answer customer questions while agents focus on other tasks.
  • Wallboards. Access powerful live data from the start of a conversation, giving you better insight into queues and live status events.
  • Real-time reporting and call analytics. Accurately measure service level agreement metrics – from average queue times to first call resolutions.
  • PCI Compliant Payments. Mapped, stored, and secured PCI compliance payment systems, helping you take customer payments quickly, easily and to PCI SSC requirements.
  • Call Recording. Ensure quality assurance, facilitate staff training, meet compliance requirements, and gain valuable insights.

Cloud Contact Centres from ARO help you become more proactive, turning customer engagement into customer loyalty. Giving you the power of voice, chat, text, chat, email with bandwidth and interoperability for any hosted phone or collaboration system. Whatever your Customer Service needs, we have the capabilities, experience, and technology to make it happen.

When a customer connects with you, we make sure your contact centre technology is optimised to support that interaction. From setting up call routing and call recording for your call centre, to implementing a fully functioning virtual contact centre – we bring the expertise to elevate your customer experience at every touchpoint.”

Why us?

01

A partnership approach

ARO product experts will guide you at every stage, helping you to customise your solution to offer more choice, more flexibility and a better experience for your customers and agents.

02

Fast deployments

ARO provides a quick, secure and scalable deployment process. With us, your cloud-based contact centre can be up and running in a few weeks. 

03

Plans to meet your needs

We offer a range of plans from basic agent support to a full workforce engagement management system. 

Impact where it matters

91%
Enhanced customer loyalty

Businesses using omnichannel strategies keep 91% more customers each year compared to those that don’t. 

60%
More responsive customer service

60% of customers value the ability to resolve issues quickly.

84%
Greater flexibility for customers

84% of companies believe customers want self-service options available at all times. 

ARO is a Gamma Platinum Partner
ARO is a Wildix Platinum Partner

A call centre predominantly handles inbound and outbound phone calls whereas contact centres encompass many different types communication channels, including voice calls, email, chat, and social media.

Hosting a contact centre in the cloud enhances data security and backup capabilities, enables automatic updates, and allows for scalability. It also provides access to services from anywhere with an internet connection along with reduced upfront infrastructure costs and pay-as-you-go pricing models.

Omnichannel engagement is a seamless and integrated customer experience across multiple communication channels. In an omnichannel approach, customers can transition between different channels such as voice, chat, email, social media while maintaining a consistent and unified interaction.

Workforce Engagement Management (WEM) optimises and manages the performance of a contact centre’s workforce. It involves various processes and tools such as performance analytics and quality management to enhance employee productivity, satisfaction, and the overall efficiency of your team.

Skills-Based Routing is a contact centre technology that directs customer inquiries to the most suitable agent based on their skills, expertise, and availability instead of routing calls randomly.

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