Alfonica’s HTS Contact Centre solution enables companies to deliver exceptional service to their customers and enhance agent productivity, whilst supervisors have greater visibility and control over activity within the contact centre environment.
Empower contact centre agents and enhance your customer service
With enhanced management and reporting, contact centres can give agents the tools they need to
deliver better service to end customers, while supervisors gain valuable insights that inform activity.
Agent Management
Enable supervisors to support agents with escalation alerts, call monitoring and intervention, and a range of powerful live reporting that audits performance across the contact centre.
Competitive licensing
We don’t believe in charging extra for features that should come as standard, whether that’s applications, call recording or integrations, and our inclusive call bundles keep you protected.
Intelligent integration
Key to any Unified Communications solution is integration with other critical services. HTS Contact Centre integrates with all the leading CRM platforms ‘out of the box.’
Industry-leading features
HTS Contact Centre is packed with advanced features to help you
empower agents and enhance customer service, including:
Click-to-dial
Screen sharing
Instant
messaging
Global company directory
Simple online management
Voice and video conferencing
Voicemail-
to-email transcription
Set your
presence status
Integrated call recording
Soft / mobile client
Our Communicator client supports desktop (Windows & Mac), plus mobile apps for iOS and Android.
Compliant solutions
Optional integration with our compliance suite ensures adherence with regulations such as MIFID II and PCI.
Enterprise resilience
Benefit from enterprise-grade voice network resilience, on a dedicated, geo-redundant platform with robust infrastructure.
International numbering
Assign geographical numbers, with numbering available for over 65 international destinations.
Supervisory management
Enable supervisors to support agents and customers with escalation requests, call listen/whisper, and barge.
Advanced PBX features
Deliver an enhanced experience for inbound calls, with IVRs, auto-attendant, call queue and on-hold music.
Seamless implementation
Porting and provisioning carried out by our in-house UK team, with no specialist training required for users or administrators.
Endpoint flexibility
Options for desk phones, with a wide range of supported VoIP handsets & conference devices.
Contact centre applications that enhance customer communication
Our soft client adapts to different contact centre roles. For example, ‘Supervisor’ provides a real-time hub for monitoring and managing teams of agents. It displays real-time call and agent statistics, with live performance monitoring. Supervisors can respond to escalations from agents requiring assistance and then monitor or intervene on any call, ensuring agents are supported and inbound customer enquiries are effectively managed and resolved.
The tools you need to manage your contact centre
Wallboards provide agents with live insight into how they’re meeting customer needs and internal quotas, whilst supervisors can identify increased demand that may require additional resource.
Contact centre supervisors can leverage a wealth of statistics to quickly analyse performance, such as calls answered, talk time, wait times, unanswered calls, and more. And with all data presented graphically, everything can be easily digested live or reported on historically.
Empower contact centre agents and enhance your customer service
With enhanced management and reporting, contact centres can give agents the tools they need to deliver better service to end customers, while supervisors gain valuable insights that inform activity.
