Contact Centre of the Future

The contact centre landscape is changing.  The economy may slow down but the pace of change remains the same and it’s almost impossible for managers of customer contact to digest it all while running a successful contact centre operation.

As both the technology and customers’ expectations are developing at a rapid pace, the contact centre of the future will incorporate new strategies, new applications, superior processes and greater performance at the front line to deliver a strong customer experience and increased customer retention.

Find out how your customers, agents and technology will change and evolve to give you a head start in preparing your organisation for the contact centre of the future by downloading our three-part guide to the contact centre of the future >>

Who is Azzurri?

Azzurri designs, supplies and supports contact centres for hundreds of UK businesses for whom customer contact is a mission critical application.  We do this using a broad portfolio of technology providers and our own experienced systems integrators, engineers and solution consultants.

Our consultative approach to contact centre solutions has four integrated elements.

• Customer Interaction Management: Azzurri enables customers to manage outbound and inbound interactions with their customers over multiple channels - e-mail, Web, SMS, as well as social media integration through our own product suite, Callmedia.
  
• Workforce Optimisation: Azzurri is one of a small number of organisations that is experienced in multiple workforce optimisation applications including transaction recording, quality management, workforce management, speech analytics and performance management.
  
• Voice Self-Service: Azzurri have capabilities to deploy self service systems that can automate the whole or part of many simple transactions in the contact centre, freeing the customer service agents to concentrate on the more complex, varied and 'out of process' calls where they add real human value to the interaction. 
  
• Application Development and Integration: Using leading edge products, Azzurri has the technical skills and breadth of experience to take on the full responsibility for a complete project, from complex multi-product integration projects to single project-based bespoke customer application builds. The primary objective is not about implementing a technology but more importantly, creating the type of flexible and intelligent system that is required in today's competitive market place.