Omni- and multi-channel contact management

Delivering a seamless joined up experience, whatever the channel

To deliver great customer experience you need to fully understand your customers – their needs, frustrations and contact preferences. 

That’s where we can help. Using an evidence, data-led approach, we manage and optimise contact management, enhancing customer loyalty and satisfaction, as well as their engagement with your brand with our unique blend of technology, high quality agent training, and multiple channels - including voice, mobile, in-person, online, webchat and SMS.

From customer sales and acquisitions, service enquiries and complaint handling, to managing campaigns and retention strategies, we’re trusted by over 50 of the UK’s leading brands across multiple industries, ensuring they can deliver the right contact, via the right channel, at the right time across their entire customer lifecycle.

We’re also leading with the latest digital technology - such as AI, automation, IVR virtual assistance and cloud-based systems - to reduce contact demand and the cost to service, while giving customer service agents the tools they need to provide the very best customer experience.

Whether we're delivering seamless omni- and multi-channel services on your behalf, or helping you improve your performance through an assisted transformation approach, we commercially back our ability to deliver successful client outcomes.