{"id":715,"date":"2018-08-08T10:08:59","date_gmt":"2018-08-08T10:08:59","guid":{"rendered":"http:\/\/internal.n4engage.co.uk\/?page_id=715"},"modified":"2021-02-11T14:20:19","modified_gmt":"2021-02-11T14:20:19","slug":"customer-contact","status":"publish","type":"page","link":"http:\/\/internal.n4engage.co.uk\/business-solutions\/customer-contact\/","title":{"rendered":"Customer Contact"},"content":{"rendered":"<p>[vc_section full_width=&#8221;stretch_row&#8221; css=&#8221;.vc_custom_1579541930535{background: #009bff url(http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/01\/N4-Engage_Customer-Contact.jpg?id=2791) !important;background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}&#8221; el_class=&#8221;mask&#8221;][vc_row full_width=&#8221;stretch_row&#8221; css=&#8221;.vc_custom_1540433472474{padding-top: 120px !important;padding-bottom: 100px !important;}&#8221;][vc_column width=&#8221;8\/12&#8243;][vc_custom_heading text=&#8221;Business Solutions&#8221; font_container=&#8221;tag:div|font_size:3rem|text_align:left|color:%23ffffff&#8221; use_theme_fonts=&#8221;yes&#8221; css_animation=&#8221;fadeInUp&#8221; css=&#8221;.vc_custom_1580137139670{margin-left: 3px !important;}&#8221; el_class=&#8221;delay-1 custom-hd&#8221;][vc_empty_space height=&#8221;20px&#8221;][vc_custom_heading text=&#8221;Customer Contact&#8221; font_container=&#8221;tag:h1|font_size:6rem|text_align:left|color:%23ffffff|line_height:0.9&#8243; use_theme_fonts=&#8221;yes&#8221; css_animation=&#8221;fadeInUp&#8221; el_class=&#8221;custom-hd delay-2&#8243;][vc_separator color=&#8221;white&#8221; align=&#8221;align_left&#8221; border_width=&#8221;5&#8243; el_width=&#8221;10&#8243; css_animation=&#8221;fadeInUp&#8221; el_class=&#8221;delay-4&#8243; css=&#8221;.vc_custom_1540433519046{margin-bottom: 50px !important;margin-left: 5px !important;padding-top: 15px !important;}&#8221;][vc_column_text css_animation=&#8221;fadeInUp&#8221; css=&#8221;.vc_custom_1612435889757{margin-left: 3px !important;}&#8221; el_class=&#8221;delay-3&#8243;]<a class=\"button line\" href=\"#form\">Let&#8217;s Collaborate<\/a>[\/vc_column_text][\/vc_column][vc_column width=&#8221;4\/12&#8243;][\/vc_column][\/vc_row][\/vc_section][vc_section full_width=&#8221;stretch_row&#8221; css_animation=&#8221;none&#8221; css=&#8221;.vc_custom_1536315102680{padding-bottom: 60px !important;}&#8221; el_id=&#8221;overview&#8221;][vc_row][vc_column][vc_empty_space height=&#8221;80px&#8221;][vc_custom_heading text=&#8221;Customer Contact&#8221; font_container=&#8221;tag:h3|text_align:center&#8221; use_theme_fonts=&#8221;yes&#8221;][vc_empty_space height=&#8221;20px&#8221;][vc_column_text]<\/p>\n<p style=\"text-align: center;\">When you\u2019re handling hundreds or thousands of interactions with customers each day, you need a solution which is right for every customer, which builds relationships with them and boosts profits.<\/p>\n<p style=\"text-align: center;\">We offer customer contact solutions that bring your communication channels together \u2013 keeping them consistent and engaging for customers, and easy for staff to use.<\/p>\n<p style=\"text-align: center;\"><strong><span class=\"TextRun SCXW174728504 BCX0\" lang=\"EN-GB\" xml:lang=\"EN-GB\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW174728504 BCX0\">Engage every customer with our omnichannel customer contact solutions.<\/span><\/span><\/strong><\/p>\n<p>[\/vc_column_text][vc_empty_space height=&#8221;60px&#8221;][\/vc_column][\/vc_row][\/vc_section][vc_section full_width=&#8221;stretch_row&#8221; css_animation=&#8221;fadeInUp&#8221; css=&#8221;.vc_custom_1540522374191{padding-top: 80px !important;padding-bottom: 30px !important;background-color: #181223 !important;}&#8221; el_id=&#8221;solutions&#8221;][vc_row][vc_column]<ul class=\"iconlist iconlist iconlist-icon-small columns-3 gap-50\"><li><div ><div class=\"iconlist-item-icon\"><img src=\"http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/01\/Mini_Headset_1.png\" alt=\"Mini_Headset_1\" \/><\/div><div class=\"iconlist-item-content\"><h4 style=\"text-align: left\"><span style=\"color: #ffffff\">Meet your customers&#8217; expectations<\/span><\/h4><p style=\"text-align: left\"><span style=\"color: #ffffff\">In today\u2019s connected world, customers expect to interact through self-service, web chat, video, email and social media messaging.<\/span><\/p><p><\/div><\/div><\/li><li><div ><div class=\"iconlist-item-icon\"><img src=\"http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/01\/Mini_Person_1.png\" alt=\"Mini_Person_1\" \/><\/div><div class=\"iconlist-item-content\"><h4 style=\"text-align: left\"><span style=\"color: #ffffff\">Provide a consistent customer experience<\/span><\/h4><p style=\"text-align: left\"><span style=\"color: #ffffff\">However customers contact you, whether by phone or webchat, they expect consistent experiences and offers across channels.<\/span><\/p><p><\/div><\/div><\/li><li><div ><div class=\"iconlist-item-icon\"><img src=\"http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/01\/Mini_Growth_1.png\" alt=\"Mini_Growth_1\" \/><\/div><div class=\"iconlist-item-content\"><h4 style=\"text-align: left\"><span style=\"color: #ffffff\">Improve workflow, increase productivity, reduce costs<\/span><\/h4><p style=\"text-align: left\"><span style=\"color: #ffffff\">Use one interface to manage all customer interactions, plus self-service capabilities to take care of simple queries.<\/span><\/p><p><\/div><\/div><\/li><\/ul>[\/vc_column][\/vc_row][\/vc_section][vc_section full_width=&#8221;stretch_row&#8221; css_animation=&#8221;fadeInUp&#8221; el_id=&#8221;benefits&#8221; css=&#8221;.vc_custom_1536330643232{padding-top: 80px !important;padding-bottom: 80px !important;}&#8221;][vc_row][vc_column][vc_empty_space height=&#8221;6px&#8221;][vc_custom_heading text=&#8221;Our services provide a unique range of benefits&#8221; font_container=&#8221;tag:h3|text_align:center&#8221; use_theme_fonts=&#8221;yes&#8221;][vc_empty_space height=&#8221;60px&#8221;][\/vc_column][\/vc_row][vc_row][vc_column]<ul class=\"iconlist iconlist iconlist-icon-medium \"><li><div class=\"vc_custom_1579001485509\"><div class=\"iconlist-item-icon\"><\/div><div class=\"iconlist-item-content\"><h5>Find a solution that works for your business<\/h5><p><span class=\"TextRun SCXW156957182 BCX1\" lang=\"EN-GB\" xml:lang=\"EN-GB\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW156957182 BCX1\">Our team will source the right solution elements and customisations for you and your customers.<\/span><\/span><span class=\"TextRun SCXW156957182 BCX1\" lang=\"EN-GB\" xml:lang=\"EN-GB\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW156957182 BCX1\">\u00a0<\/span><\/span><\/div><\/div><\/li><li><div class=\"vc_custom_1578932070000\"><div class=\"iconlist-item-icon\"><\/div><div class=\"iconlist-item-content\"><h5>Provide consistent experiences, tailored to each customer<\/h5><p><span class=\"TextRun SCXW189759465 BCX1\" lang=\"EN-GB\" xml:lang=\"EN-GB\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW189759465 BCX1\">Let your customers<\/span><\/span><span class=\"TextRun SCXW189759465 BCX1\" lang=\"EN-GB\" xml:lang=\"EN-GB\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW189759465 BCX1\">\u00a0<\/span><\/span><span class=\"TextRun SCXW189759465 BCX1\" lang=\"EN-GB\" xml:lang=\"EN-GB\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW189759465 BCX1\">choose how they get in touch with you, and get your interactions off to the best possible start.<\/span><\/span><\/div><\/div><\/li><li><div class=\"vc_custom_1579001840756\"><div class=\"iconlist-item-icon\"><\/div><div class=\"iconlist-item-content\"><h5>Automate the customer journey, improve workflow<\/h5><p><span data-contrast=\"auto\">Use webchat and AI bots to automate the customer journey and handover to agents when needed.<\/span><\/div><\/div><\/li><\/ul><ul class=\"iconlist iconlist iconlist-icon-medium \"><li><div class=\"vc_custom_1578932755008\"><div class=\"iconlist-item-icon\"><\/div><div class=\"iconlist-item-content\"><h5>Minimise downtime, maintain great levels of service<\/h5><p>Provide the services your customers need<span data-contrast=\"auto\">, with a resilient solution and support from our expert team<\/span><span data-contrast=\"auto\">.<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/div><\/div><\/li><li><div class=\"vc_custom_1579002488844\"><div class=\"iconlist-item-icon\"><\/div><div class=\"iconlist-item-content\"><h5>Monitor and improve your day-to-day performance<\/h5><p>Get insights into your interactions, and apply skills-based routing and workforce optimisation.<\/div><\/div><\/li><li><div class=\"vc_custom_1579019214025\"><div class=\"iconlist-item-icon\"><\/div><div class=\"iconlist-item-content\"><h5>Improve workflow, increase productivity and reduce costs<\/h5><p><span class=\"TextRun SCXW145576341 BCX0\" lang=\"EN-GB\" xml:lang=\"EN-GB\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW145576341 BCX0\">One interface to manage all customer interactions, plus self-service capabilities for customers.<\/span><\/span><\/div><\/div><\/li><\/ul>[\/vc_column][\/vc_row][\/vc_section][vc_section full_width=&#8221;stretch_row&#8221; css_animation=&#8221;fadeInUp&#8221; css=&#8221;.vc_custom_1603980175177{margin-bottom: -50px !important;padding-top: 80px !important;padding-bottom: 30px !important;background-color: #ededed !important;}&#8221;][vc_row][vc_column][vc_row_inner][vc_column_inner][vc_custom_heading text=&#8221;How has remote working impacted customer contact?&#8221; font_container=&#8221;tag:h3|text_align:center&#8221; use_theme_fonts=&#8221;yes&#8221;][vc_empty_space][vc_column_text]<\/p>\n<p style=\"text-align: center;\">COVID-19 and remote working has changed the way in which customer contact centres work. Agents are no longer in one location. Customers have changed the way they get in touch, and the reasons for it. And the importance of human interaction over AI is now evident.<\/p>\n<p style=\"text-align: center;\">We teamed up with our partners, Enghouse Interactive, to talk about what the future of customer contact looks like.<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_empty_space height=&#8221;40px&#8221;][vc_row_inner][vc_column_inner width=&#8221;1\/3&#8243;][vc_single_image image=&#8221;4540&#8243; img_size=&#8221;medium&#8221; alignment=&#8221;center&#8221; onclick=&#8221;custom_link&#8221; img_link_target=&#8221;_blank&#8221; link=&#8221;\/contact-centres-of-the-future\/&#8221;][vc_empty_space height=&#8221;10px&#8221;][vc_column_text]<\/p>\n<p style=\"text-align: center;\">Join our on-demand panel discussion to discover the impact COVID-19 has had on customer contact, the mistakes contact centres have made, and what our experts predict the future of customer contact will look like.<\/p>\n<p>[\/vc_column_text][vc_empty_space height=&#8221;10px&#8221;][vc_btn title=&#8221;Watch session&#8221; color=&#8221;vista-blue&#8221; align=&#8221;center&#8221; link=&#8221;url:http%3A%2F%2Finternal.n4engage.co.uk%2Fcontact-centres-of-the-future%2F|title:Video%3A%20Enghouse%20Panel%20Discussion|target:_blank&#8221;][\/vc_column_inner][vc_column_inner width=&#8221;1\/3&#8243;][vc_single_image image=&#8221;4538&#8243; img_size=&#8221;medium&#8221; alignment=&#8221;center&#8221; onclick=&#8221;custom_link&#8221; img_link_target=&#8221;_blank&#8221; link=&#8221;\/2020\/10\/21\/expert-predictions-on-the-future-of-customer-service\/&#8221;][vc_empty_space height=&#8221;10px&#8221;][vc_column_text]<\/p>\n<p style=\"text-align: center;\">We may not have a crystal ball on the trajectory of the pandemic or future government decisions, but read our latest blog to discover our predictions on what customer service will look like in the next few years.<\/p>\n<p>[\/vc_column_text][vc_empty_space height=&#8221;10px&#8221;][vc_btn title=&#8221;Read blog&#8221; color=&#8221;vista-blue&#8221; align=&#8221;center&#8221; link=&#8221;url:http%3A%2F%2Finternal.n4engage.co.uk%2F2020%2F10%2F21%2Fexpert-predictions-on-the-future-of-customer-service%2F|target:_blank&#8221;][\/vc_column_inner][vc_column_inner width=&#8221;1\/3&#8243;][vc_single_image image=&#8221;4588&#8243; img_size=&#8221;medium&#8221; alignment=&#8221;center&#8221; onclick=&#8221;custom_link&#8221; img_link_target=&#8221;_blank&#8221; link=&#8221;\/2020\/11\/04\/5-pressing-challenges-for-contact-centres\/&#8221;][vc_empty_space height=&#8221;10px&#8221;][vc_column_text]<\/p>\n<div class=\"wp-block-group\">\n<div class=\"wp-block-group__inner-container\">\n<p style=\"text-align: center;\">We waved goodbye to the traditional set-up of contact centres earlier in the year. But what impact has this had? What challenges does this present for the customer contact side of the business, and how they can be overcome?<\/p>\n<\/div>\n<\/div>\n<p>[\/vc_column_text][vc_empty_space height=&#8221;10px&#8221;][vc_btn title=&#8221;Read blog&#8221; color=&#8221;vista-blue&#8221; align=&#8221;center&#8221; link=&#8221;url:http%3A%2F%2Finternal.n4engage.co.uk%2F2020%2F11%2F04%2F5-pressing-challenges-for-contact-centres%2F|title:5%20Pressing%20Challenges%20for%20Contact%20Centres%20and%20How%20to%20Overcome%20Them|target:_blank&#8221;][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][vc_row][vc_column][vc_empty_space height=&#8221;60px&#8221;][\/vc_column][\/vc_row][\/vc_section][vc_section full_width=&#8221;stretch_row&#8221; css_animation=&#8221;fadeInUp&#8221; css=&#8221;.vc_custom_1579889006949{margin-bottom: -50px !important;padding-top: 80px !important;padding-bottom: 30px !important;background-color: #161a30 !important;}&#8221;][vc_row][vc_column][vc_row_inner][vc_column_inner][vc_custom_heading text=&#8221;Our Expertise&#8221; font_container=&#8221;tag:h3|text_align:center|color:%23ffffff&#8221; use_theme_fonts=&#8221;yes&#8221;][vc_empty_space][vc_column_text]<\/p>\n<p style=\"text-align: center;\"><span style=\"color: #ffffff;\">We\u2019ve been providing collaboration solutions for over a decade, ranging from our own SIP trunking for PSTN access to omnichannel customer contact centres to recording and full managed services.\u00a0We combine our technical knowledge with expert partnerships to deliver the best solutions to our customers.<\/span><\/p>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_empty_space height=&#8221;40px&#8221;][vc_row_inner][vc_column_inner width=&#8221;1\/2&#8243;][vc_column_text]<\/p>\n<p style=\"text-align: center;\"><strong><span style=\"color: #ffffff;\">Powered by Enghouse Interactive<\/span><\/strong><\/p>\n<p style=\"text-align: center;\"><span style=\"color: #ffffff;\">Our customer contact solutions are powered by Enghouse Interactive, a leading provider of multichannel contact centres and customer experience technologies. <\/span><span style=\"color: #ffffff;\">As a certified Enghouse Interactive partner, we\u2019ve worked closely together to deploy customer contact solutions across a variety of organisations.<\/span><\/p>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/2&#8243;][vc_column_text]<\/p>\n<p style=\"text-align: center;\"><strong><span style=\"color: #ffffff;\">Cisco Accredited<\/span><\/strong><\/p>\n<p style=\"text-align: center;\"><span style=\"color: #ffffff;\">We\u2019re one of only a handful of organisations to hold the Cisco Cloud &amp; Managed Service Provider designation, and an even more exclusive Cisco Powered HCS accreditation. This means we regularly undergo rigorous third-party audits of our operations, verifying that we have the expertise to provide reliable, secure and supported collaboration solutions.<\/span><\/p>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_empty_space height=&#8221;40px&#8221;][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner width=&#8221;1\/5&#8243;]<div class=\"counter aligncenter  vc_custom_1579883976758\"><div class=\"counter-image\"><img src=\"http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/01\/Small_15-copy1.png\" alt=\"Years Experience\" \/><\/div> <div class=\"counter-detail\">\n\t\t<h3 class=\"counter-content\">\n\t\t\t<span class=\"counter-prefix\"><\/span><span class=\"counter-value\" data-from=\"0\" data-to=\"15\" data-speed=\"1000\">0<\/span><span class=\"counter-suffix\">+<\/span>\n\t\t<\/h3>\n\t<div class=\"counter-title\">Years Experience<\/div><\/div><\/div>[vc_empty_space height=&#8221;30px&#8221;][\/vc_column_inner][vc_column_inner width=&#8221;1\/5&#8243;]<div class=\"counter aligncenter  vc_custom_1579883987853\"><div class=\"counter-image\"><img src=\"http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/01\/Small_Staff-copy1.png\" alt=\"UK-Based Staff\" \/><\/div> <div class=\"counter-detail\">\n\t\t<h3 class=\"counter-content\">\n\t\t\t<span class=\"counter-prefix\"><\/span><span class=\"counter-value\" data-from=\"0\" data-to=\"300\" data-speed=\"1000\">0<\/span><span class=\"counter-suffix\"><\/span>\n\t\t<\/h3>\n\t<div class=\"counter-title\">UK-Based Staff<\/div><\/div><\/div>[vc_empty_space height=&#8221;30px&#8221;][\/vc_column_inner][vc_column_inner width=&#8221;1\/5&#8243;]<div class=\"counter aligncenter  vc_custom_1579883997681\"><div class=\"counter-image\"><img src=\"http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/01\/Small_Uptime-copy1.png\" alt=\"SIPLink Uptime\" \/><\/div> <div class=\"counter-detail\">\n\t\t<h3 class=\"counter-content\">\n\t\t\t<span class=\"counter-prefix\"><\/span><span class=\"counter-value\" data-from=\"0\" data-to=\"100\" data-speed=\"1000\">0<\/span><span class=\"counter-suffix\">%<\/span>\n\t\t<\/h3>\n\t<div class=\"counter-title\">SIPLink Uptime<\/div><\/div><\/div>[vc_empty_space height=&#8221;30px&#8221;][\/vc_column_inner][vc_column_inner width=&#8221;1\/5&#8243;]<div class=\"counter aligncenter  vc_custom_1579884052063\"><div class=\"counter-image\"><img src=\"http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/01\/Small_Location-copy1.png\" alt=\"Locations\" \/><\/div> <div class=\"counter-detail\">\n\t\t<h3 class=\"counter-content\">\n\t\t\t<span class=\"counter-prefix\"><\/span><span class=\"counter-value\" data-from=\"0\" data-to=\"7\" data-speed=\"1000\">0<\/span><span class=\"counter-suffix\"><\/span>\n\t\t<\/h3>\n\t<div class=\"counter-title\">Locations<\/div><\/div><\/div>[vc_empty_space height=&#8221;30px&#8221;][\/vc_column_inner][vc_column_inner width=&#8221;1\/5&#8243;]<div class=\"counter aligncenter  vc_custom_1579884063895\"><div class=\"counter-image\"><img src=\"http:\/\/internal.n4engage.co.uk\/wp-content\/uploads\/2020\/01\/Small_Support-copy1.png\" alt=\"Service Desk\" \/><\/div> <div class=\"counter-detail\">\n\t\t<h3 class=\"counter-content\">\n\t\t\t<span class=\"counter-prefix\"><\/span><span class=\"counter-value\" data-from=\"0\" data-to=\"365\" data-speed=\"1000\">0<\/span><span class=\"counter-suffix\">24\/7<\/span>\n\t\t<\/h3>\n\t<div class=\"counter-title\">Service Desk<\/div><\/div><\/div>[vc_empty_space height=&#8221;30px&#8221;][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section][vc_row el_id=&#8221;form&#8221;][vc_column width=&#8221;1\/12&#8243;][\/vc_column][vc_column width=&#8221;10\/12&#8243;][vc_empty_space height=&#8221;80px&#8221;][vc_custom_heading text=&#8221;Engage every customer with our omnichannel customer contact solutions&#8221; font_container=&#8221;tag:h3|text_align:center|color:%2369be9f&#8221; use_theme_fonts=&#8221;yes&#8221;][vc_empty_space][vc_column_text]<\/p>\n<p style=\"text-align: center;\">Meet your customers\u2019 expectations and provide a consistent customer experience with our Customer Contact solutions. 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