Cloud Contact Centre

Respond, serve and sell with cloud contact centre from iNet.

Hyper secure, resilient cloud platform 
Harnessing BT’s 21 Century Network (21CN), iNet delivers a complete contact centre technology solution. With 99.999% uptime and a Tier 1 carrier network, our solution is designed for businesses with stringent network security and compliance requirements.

All of our clients consider iNet as an enabler of their own client services, and continuity is key to their growth and success. As such, most are now in their second or third 3-year term with us; a testament to new clients, and the assurance of a proven platform and high calibre of our service.

Your scalable cloud for multi-site benefits 
With the capability to scale quickly and seamlessly, our clients benefit from a full multi-channel contact centre in the cloud. All features, functionality, channels and reporting are available at multiple locations and for any number of users.

Disaster recovery and continuity as standard
iNet has automatic failover protocols in play that ensure seamless switching across load-balanced servers, giving you the assurance of continuity at our end.

iNet also provides centralised controls that ensure business continuity in the event of problems at any of your sites. Disaster recovery rules can be setup to enable complete re-routing with the click of one button if required.

Omni-channel customer engagement
Multiple channels of communication are now a customer expectation. Our solution ensures multiple modes of communication, even notes and history from all channels are all neatly available to agents from a single screen. With iNet, every customer interaction is consistent with the last.

Operational and cost efficiencies
iNet helps improve operational performance across your business, enterprise or organisation. Our clients enjoy a full reporting suite that delivers insights for your organisation, contact centre, and granular insights into agent-level performance.

iNet Complete is integration-ready, giving unparalleled flexibility to further optimise costs by integrating with legacy and bespoke systems.

With a full solution that is surprisingly cost-effective, all-in, our clients achieve significant ROI, in a fraction of the time.

Contact Us to learn more: more@inetplc.com, or call us: 0800 8 100 100 

Multi-Channel Contact Centre

Omni-Channel
Multiple channels of communication are now a customer expectation. Our solution ensures multiple modes of communication, via voice, email, webchat, SMS and Social Media. Even contact notes and complete engagement history from all channels is all neatly available to agents from a single screen, helping them respond, serve and sell faster.

Beyond multi-channel, is omni-channel – the ability of each agent to handle multiple communication channels simultaneously, enabling real-time channel switching to avoid contact drop-out, ensuring optimum FCR, reducing transaction volume and increasing agent output.

Unified desktop
Accessing all contact history and scripts from a single screen is now essential for agents to perform effectively. Our solution offers fully customisable single, unified desktop, with dynamic screens, and simple in-screen tabs for access to additional relevant information. Integrating with bespoke, or legacy systems is available, populating data to the same single screen, with 2-way data flow to further improve agent efficiency, speed up transactions, and reduce error.

Multi-channel skills routing
Our solution provides a comprehensive, drag-and-drop IVR Designer that delivers unrivalled power, flexibility and control over multi-channel skills-based routing. Designed to enable easy changes that take effect in real-time, giving you the power to provide the optimal customer engagement strategies based on available resources.

21stCentury Scripting environment 
A powerful scripting environment enables both simple and highly complex, dynamically-linked scripts to be developed and presented to agents with campaign relevant text – sales pitches, compliance statements, objection-handling responses, calculation-tables, whatever. And with CRM integration, your scripts can instantaneously present key customer information, history or other chosen data to your agent automatically.Simple Campaigns
Create campaigns, assign agents to queues, skills, and set/change campaign parameters quickly and easily, allowing you to respond faster and better meet customer demand, around their channel choices.

Reporting and Insights  
Our solution provides powerful reporting and highly complex and insightful bespoke report production. With a complete range of editable filters based upon Crystal reports, helping you understand contact centre performance in unique ways that are specific to your business, enterprise or organisation.

Powerful, centralised, Supervisor controls 
Supervisors can monitor and manage all aspects of the contact centre efficiently and effectively for any, and all your contact centres from one place. Listen, whisper and conference into calls and other channels, from anywhere, for direct agent management and support. Multiple virtual screens are fully customisable to meet your KPI objectives.

Cost-Effective
The iNet Contact Centre solution is cost-effective, with proven and measurable benefits, whilst delivering significant return on investment in a short time frame.

Contact Us to learn more: more@inetplc.com, or call us: 0800 8 100 100

Multi-Channel Communications

Multiple channels of communication are now a customer expectation. Our solution ensures multiple modes of communication, via voice, email, webchat, SMS and Social Media. Even contact notes and complete engagement history from all channels is all neatly available to agents from a single screen, helping them respond, serve and sell faster.

Beyond multi-channel, is omni-channel – the ability of each agent to handle multiple communication channels simultaneously, enabling real-time channel switching to avoid contact drop-out, ensuring optimum FCR, reducing transaction volume and increasing agent output.

Inbound Voice
Increase first-call resolution and boost agent productivity. Comprehensive inbound call handling, coupled with superior, multi-channel skills-based routing, overflow capacity and self-service, drag-and-drop transactional IVR.

Outbound Voice
Convert leads faster for rapid sales. With multiple dial modes and call strategies, iNet delivers superior outbound campaign tailoring, and complete precision for impressive campaign ROI.

Email and SMS
Complete with pre-defined response templates and email black-listing. Automatically queue, content-scan and deliver emails to skilled agents for faster response, quicker resolution, and satisfied customers.

Web Chat
Grow your presence online and engage potential customers quickly. With proactive, real-time web site assistance. Conference in experts, transfer sessions to agents and supervisors, and whisper to improve collaboration and improve results.

Social Media
Turn customers into brand ambassadors with social tools. Engage with customers, contacts and communities rapidly and directly. Facebook, Twitter or blogs, iNet delivers the tools to be ‘in-the-know’, proactively respond and delight your customers, and their friends.

Contact Us to learn more: more@inetplc.com, or call us: 0800 8 100 100

Telecoms

iNet are a telecoms carrier, giving us unparalleled network-level call controls. Our Intelligent Network core resides within BT’s 21CN infrastructure, for unrivalled scalability, resilience, security, and compliance.

With unrestricted access to number ranges, we leverage the power of BT’s mass handling capability and Tier 1 infrastructure for our customers, with the ability to deliver simple call termination, through to highly bespoke traffic shaping and complex call capacity management.

Secure, high volume call capacity and IVR termination capability gives our customers the assurance of no call restrictions during busy periods and seasonal spikes.

We are currently successfully delivering over 12 million calls per month, and with 99.999% uptime, multiple failover and business continuity as standard, you have the assurance of a trusted telecoms partner.

iPBX Cloud Telephony
We also provide simple, low cost, complete, out-of-the-box telephony solutions. iPBX from iNet is an award-winning, fully featured Cloud PBX telephony platform. With a full suite of native features and a broad range of optional add-on features, you have all you need for smart communications. Simply priced, per-user-per-month, with all the features you’ll need plus a full unlimited-user conferencing service, included in the price.

Contact Us to learn more: more@inetplc.com, or call us: 0800 8 100 100

Unified Communications

Complete 1, 2, 3 from iNet is a full Unified Communications service in the cloud, encompassing device-agnostic telephony, call routing and management, and complete omni-channel communications. We deliver game-changing operational performance for your entire organisation with one complete solution, from one supplier, with one price, and critically, one SLA.

Complete with secure telecoms network, compliant contact centre communications and back office telephony, all from the cloud.

Our Unified Communications solution delivers:

  • Resilient, secure, compliant cloud infrastructure and design.
  • Real terms, and demonstrable cost-savings, with simple pricing.
  • Operational efficiencies across your business, enterprise or organisation.
  • Single, unified experience and device-agnostic for user efficiency.
  • Dynamic, centralised management and control of everything.
  • Multi-channel convenience for your customers.

Contact Us to learn more: more@inetplc.com, or call us: 0800 8 100 100

Workforce Management

iWFM from iNet empowers our customers to lower costs and improve performance, with accurate scheduling and resource forecasting.

iWFM is an intuitive, easy to use, cloud-based Workforce Management system. Accurate forecasting and powerful, optimised, multi-skilled schedules come as standard along with Real Time Adherence and statistical analysis. iWFM is agile and quick to deploy. iWFM from iNet delivers:

  • Administrator and Agent portal access
  • Convenient App – easy time-off and shift-swap requesting
  • Improved performance
  • Accurate forecasting of resources
  • Optimised Scheduling
  • Reduced operational costs
  • Competitive pricing

Designed and built by a team of Workforce Management professionals, iWFM concentrates on the fundamentals of Workforce Management: accurate forecasting, optimised scheduling and effective Real-Time Management.

68 Lombard Street | London | EC3V 9LJ

0800 8100 100
http://www.inetplc.com
more@inetplc.com