Cloud Contact Centres

Cloud Solutions and Managed Services

Cloud Contact Centres

A positive customer experience begins with a fully integrated, omni-channel contact centre that will enable you to transform all your customer interactions

Today’s digital-savvy customers are consuming information in a different way – information must be on-demand, the ability to research online ahead of making a decision and an immediate and an any-channel approach to customer contact strategy is key. Enabling your customer service teams to communicate via web chat, email, social media, telephone or video call, and having a CRM system and centralised, single view applications that enable instant information and customer intimacy, are now an essential part of an effective contact strategy.

Olive’s contact centre solutions

 

Workforce management at Olive

WFM technology provides the process for managing through the planning cycle. It calculates resource requirements and ensures employees are scheduled at the most appropriate time to ensure business objectives are met.

In its simplest form, WFM is all about ensuring the correctly skilled resource is matched to the requirement to ensure service levels are achieved.

Read more about WFM

Why Olive?How we do itPartnersMulti-Channel Fast Facts

Why Olive for Contact Centres

  • Olive is a cloud contact centre specialist
  • We are experienced at application integration and migrating existing systems into the cloud
  • We enhance your existing customer experience via a multi-channel solution
  • We provide Workforce Optimisation solutions such as Workforce Management (WFM) and call recording to improve the customer experience and increase employee engagement
  • Reduce risk – secure & compliant solutions
  • Reduce queue times, agent skills routing, IVR, workforce optimisation and other productivity gains to result in customer satisfaction improve scores, lower agent handling time and faster problem resolution
  • We treat our customers like people, not a number
  • Proactive monitoring, single support number to call and single-owner resolution
  • Management reporting & insight

Whether you seek independent or federated telephony, or whether your contact centre is primarily inbound, outbound, blended, sales-oriented, service-oriented or a centre of excellence, Olive has the expertise and the technology partners to deliver exactly what is needed for your specific business sector.

By gaining a clear understanding of how you work, your business priorities and your customer requirements, we then tailor a set of contact centre and Workforce Optimisation Technologies, delivered as a service, to meet your needs. These help to get the greatest efficiencies from your most valued assets – your people.

Olive knows that in order to create the optimum fully integrated customer experience centre, you need to work with vendors who provide an open set of API’s. This makes Mitel and Olive’s solution ideal – seamless, single management and unified – a contact centre tailored to different customer needs and environments.


Mitel
and Olive have a very special partnership, globally. Olive was Mitel’s first Platinum Cloud Service Provider, and are proud to work very closely with Mitel on designing, implementing and managing many enterprise cloud UC and contact centre solutions.

Teleopti WFM is a complete solution for strategic workforce management (WFM) that optimises your contact centre, back-office, as well as all your branch offices and stores. We are able to analyse call volumes, predict scheduling demands and optimise your contact centre and staffing arrangements.

Semafone provides secure voice transactions for contact centres and in particular, retailers taking “cardholder not present” (CNP) payments. The award-winning solution allows a call – and the call recording – to continue as normal whilst the customer enters their credit card information using their telephone keypad.

Part of Olive’s cloud contact centre ecosystem, RedBoxRecorders capture and analyse customer and workforce communications in order for your business to achieve the goals of both improving quality of customer interactions and quickly resolving disputes.

Learn more on our Partner page

Admin Re® enhances its customer service with new £5 million cloud telecoms and Contact Centre platform from Olive Communications – Download Customer Success Story

Report-icon-SCANIAScania (Great Britain) Limited choose Olive Communications for multi-million pound cloud-based telecoms, network, contact centre and mobile contract – Download Customer Success Story

Why Olive?How we do itPartnersMulti-Channel Fast Facts

Why Olive for Contact Centres

  • Olive is a cloud contact centre specialist
  • We are experienced at application integration and migrating existing systems into the cloud
  • We enhance your existing customer experience via a multi-channel solution
  • We provide Workforce Optimisation solutions such as Workforce Management (WFM) and call recording to improve the customer experience and increase employee engagement
  • Reduce risk – secure & compliant solutions
  • Reduce queue times, agent skills routing, IVR, workforce optimisation and other productivity gains to result in customer satisfaction improve scores, lower agent handling time and faster problem resolution
  • We treat our customers like people, not a number
  • Proactive monitoring, single support number to call and single-owner resolution
  • Management reporting & insight

Whether you seek independent or federated telephony, or whether your contact centre is primarily inbound, outbound, blended, sales-oriented, service-oriented or a centre of excellence, Olive has the expertise and the technology partners to deliver exactly what is needed for your specific business sector.

By gaining a clear understanding of how you work, your business priorities and your customer requirements, we then tailor a set of contact centre and Workforce Optimisation Technologies, delivered as a service, to meet your needs. These help to get the greatest efficiencies from your most valued assets – your people.

Olive knows that in order to create the optimum fully integrated customer experience centre, you need to work with vendors who provide an open set of API’s. This makes Mitel and Olive’s solution ideal – seamless, single management and unified – a contact centre tailored to different customer needs and environments.


Mitel
and Olive have a very special partnership, globally. Olive was Mitel’s first Platinum Cloud Service Provider, and are proud to work very closely with Mitel on designing, implementing and managing many enterprise cloud UC and contact centre solutions.

Teleopti WFM is a complete solution for strategic workforce management (WFM) that optimises your contact centre, back-office, as well as all your branch offices and stores. We are able to analyse call volumes, predict scheduling demands and optimise your contact centre and staffing arrangements.

Semafone provides secure voice transactions for contact centres and in particular, retailers taking “cardholder not present” (CNP) payments. The award-winning solution allows a call – and the call recording – to continue as normal whilst the customer enters their credit card information using their telephone keypad.

Part of Olive’s cloud contact centre ecosystem, RedBoxRecorders capture and analyse customer and workforce communications in order for your business to achieve the goals of both improving quality of customer interactions and quickly resolving disputes.

Learn more on our Partner page

What are the key reasons for business downtime? See the impact on employees and business here in Olive's commissioned report
How can you meet your customers' needs with the kind of high quality, any device, any time interactions they demand? Today's consumers rely on and expect digital communications, like email, text messaging, web chat and social media, see the solutions which enable this
What are the top 6 information channels to help your business improve customer engagement?

Why Olive?

We always aim to treat our customers like people, not a number. We proactively monitor all lines in advance of any of faults. And if anything does go wrong, we provide one support number to call for any service issues. Our account team get a live billing feed from our customers which we then use to profile call patterns, and create an optimised tariff to fit. This means our customers continue to benefit from ongoing savings.

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