Contact centres

We focus on our customers’ needs to make sure you can too

Your contact centre must be flexible enough to adapt to new technology, processes and customer demands. Cloud services promise to unshackle you from the limitations of ageing systems and tight budgets. But cloud contact centre applications can often disappoint. Limited functionality and an inability to tailor your customers’ experience must be balanced against the cost savings and flexibility of moving to the cloud.

ICON Contact is different. It delivers a hosted, enterprise class Contact Centre as a Service solution that combines the flexibility of the cloud with the features of a highly capable on-premise solution.

You choose the contact centre and UC applications you need, and then we host and manage them. We’ll handle the technology, integration, support and updates; you simply focus on keeping your customers happy.

Delivering outcomes, not technology

ICON Contact delivers your telephony and contact centre infrastructure and applications with guaranteed quality and availability, on a simple cost per agent, per month.

Each ICON Contact service is designed to fit your unique goals. Whether you need the agility to respond to changing customer needs, to guarantee compliance or even just keep the costs down - ICON Contact can be shaped to suit. It’s simple, cost effective and incredibly flexible.

Find our more about ICON Contact

ICON Contact delivers:

  • A service built using our experience of delivering over 300 contact centre solutions
  • Complete multi-channel functionality – simply select the channels your customers prefer
  • A solution tailored to your contact centre and your customer service strategy – with the ability to include completely customised applications
  • A unified omni-channel experience, so that you can seamlessly react to your customers during interactions and adopt new channels as they do
  • Complete freedom to focus on the customer experience you deliver, rather than the management and support of your technology infrastructures. We manage it for you with assured uptime, regular service reports and reviews
  • Guaranteed availability of services and delivery of your vital applications
  • A contact centre solution with a continually evolving set of features and service options; and since we’re independent you aren’t locked into any one technology or vendor
  • A single point of contact for any queries or issues.

Further reading

Self service and IVR

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Omni channel contact

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Workforce optimisation

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Proactive outbound contact

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