We empower your Agents with access to real-time help
Harness AI to drive informed Business & CX improvements
Meet Customers at their Entry Point & guide them across any Channel
CCaaS by Plexus
Unlike many technology suppliers who are just focused on the features of individual solution elements, Plexus take a holistic approach to Contact Centre deployment ensuring that both employee experience and customer experience are catered for. Our combined background in technology and marketing strategy means that we are uniquely positioned to help you deliver the best possible solution.
Cloud Native
One size never fits all, so we work with you to understand which elements of customer experience matter most to your organisation and your plans for the future when choosing a CCaaS platform. While omni-channel capabilities are vitally important to reach the new generation of customers, many companies set in place a great outbound strategy but fail to cement an effective inbound omni-channel workflow, resulting in support case information silos and broken customer service journeys.
Integrations
A contact centre platform will never deliver a smooth and efficient CX solution unless it is tightly coupled with your back-office applications. Whether you require a bespoke integration with your industry specific or legacy applications, or API connection with one of the many leading business process solutions we have you covered.
Connectivity
Many CCaaS solution vendors neglect the vitally important topic of connectivity as it is not part of their core business. At Plexus we know that a customer facing cloud platform will not deliver great customer experience if the underlying connectivity is poor. We can advise on office connectivity with the latest SD-WAN solutions and provide endpoint device, mobile handset and remote worker packages that will be cost effective and backed by service options to ensure your employees are always connected.
Security
We work with CCaaS providers who have achieved international Cloud Security Star Alliance (CSA) requirements and who contract with highly secure, top-tier data centres that maintain at least SSAE 16/18, SOC Type I and Type II, ISAE 3402, ISO 27001:2013 or equivalent compliances. In addition, we can advise and deliver security solutions ranging from endpoint protection to fully outsourced Security Operations Centre solutions with Managed Detection & Response (MDR) if required.
Helping you choose the right cloud contact centre to achieve your business outcomes
about
The foundations of CCaaS success
A cloud native contact centre platform cannot deliver success in isolation. Foremost is customer journey design which requires a foundation based on seamless integrations, reliable high-performance connectivity and unbreakable security for internal and customer data.
We will find the best solution for you
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Improve Customer Service
Unlike the customer information silos typical within a legacy Contact Centre, a CCaaS platform provides a holistic view of customer interactions. This not only delivers actionable insights to improve Customer Service, but allows for seamless customer handovers, reducing the need for customers to repeat information – the instant customer satisfaction killer.
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Time to Future Proof your Contact Centre?
Break free from your legacy Contact Centre’s lack of dynamic scalability and harness the infinite compute resources of the cloud. This brings the power of A.I. to boost your agent productivity and CSAT scores. In addition, the open architecture allows for easy custom integrations and self-service SDKs. Create customer journeys in hours not months, with clicks not code!
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Compliance & Reliability
Have peace of mind that your data is protected in compliance with over 30 Security Certifications and your CCaaS platform can be backed by a 100% up-time Service Level Agreement. Call recording can be administered to meet regulatory compliance without the need for vast on premise storage, and data sovereignty can be controlled as required.
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Increase Revenue
Improving Customer Experience (CX) leads to increased customer loyalty, customer referrals and repeat business. Couple this with a reduction in the costs per contact and you can ensure your Contact Centre becomes a Strategic Asset and your Competitive Differentiation.
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Move away from CapEx while reducing your Cost Per Contact
With CCaaS you only pay for what you use, so you can wave goodbye to large CapEx investments and high on-site maintenance costs. Harnessing the latest CCaaS Omni-Channel technologies will increase first contact resolutions, driving down your average cost per contact.
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Increase Employee Satisfaction
Employee attrition is one of the biggest challenges in the Contact Centre. The latest Workforce Management tools integrated within the leading CCaaS platforms will assist with agent on-boarding, ongoing training, skills based routing and A.I. powered agent assistance during customer engagements. These tools all help you to provide an increased focus on coaching and development.
Recent Blog
With applications of technology, one size never fits all, and this is very true when determining the correct Cloud Contact Centre (CCaaS) or Cloud Phone System (UCaaS) solution for any business. One thing we dislike the most is to hear a vendor trying to force an over-specified solution onto a client which has functions way […]
In our latest article we outline how to retain customers with an integrated Digital Contact Center solution that will boost your digital brand presence, increase your Net Promoter Score and improve customer experience. The latest technology can complement your existing Contact Centre solutions to drive agent efficiency and keep you way ahead of your competition. […]
As the UK government continues to evaluate their “delay” phase strategies to combat the Covid-19 outbreak it is inevitable that on-premise Contact Centre operations will need to be ready for call centre agents to start working fully remotely while ensuring your Customer Experience levels are not disrupted.If your Contact Centre systems are premise based it […]
In our previous article “Is your contact centre Digital Ready” we covered the importance of implementing an Omni-channel customer contact application that would allow you to communicate with customers across multiple digital social channels from a unified interface.For the retail sector the addition of Omni-channel communications is a vital first step towards delivering the digital […]
The UK housing market had been subdued by an undercurrent of economic uncertainty throughout the BREXIT negotiations and the lead up to the 2019 general elections, driving caution into buyers and sellers with house price growth at a six year low1. Prospects for a productive spring and summer market were good until the Covid-19 lockdown […]
Artificial Intelligence is certainly not a newcomer to Contact Centre operations but it is the power and flexibility of cloud computing that is really delivering advances in both Customer Experience (CX) improvements and a reduction in the cost per contact for service providers. Here we will take a look at ways in which AI is […]