Customer service and engagement

In a time of unparalleled choice and competition, good customer service means survival and innovation means competitive advantage.

Your customers have never been so demanding! With more choice and competition than ever before, service is the differentiator, and if you don't get it right your customers will move on.

Integration, innovation, automation and virtualisation are high on the agenda for customer service and contact centre leaders.

Extending the contact centre to the core for a better customer experience 

Contact centres that integrate the customer engagement layer with back office systems and resources, enable workforce optimisation so customers can be served faster and better - this equates to competitive advantage.

Virtualisation extends resources and applications to home-based and remote agents, which deepens the pool of human resource, keeps agents happier, and delivers cost and environmental savings. Read more about integration and innovation »

Letting customers help themselves

Automation is an obvious way to reduce cost, enabling customers to help themselves for a wide range of things. The result of good automation is that when customers do get in touch for support, their enquiries are more complex and require specialist skills and knowledge to address. So call volumes are dropping, but call durations are rising, making workforce optimisation and back-office integration more important than ever. Read more about voice self-service »

Social media and other new channels

Customers want to communicate and access support in new ways, with social media and instant messaging pushing their way to the top of the list. Integration and innovation are at the core of intelligent contact centres today, as we implement more multi-channel engines that integrate all inbound and outbound channels, including email, web, SMS and social media into one managed stream. Read more about customer interaction management »

Innovation to the core

Azzurri specialises in building contact centre and customer service applications that give you the edge. We've already worked with hundreds of private sector and not-for-profit organisations to revolutionise their contact centres. Find out more about Azzurri Innovations, our application development and integration division.

Happy productive agents

On-site and virtual workforce management, performance management, training and eLearning are all part of a contact centre strategy built around the agent of the future who is intelligent, motivated, highly trained and able to resolve complex enquiries. Read more about workforce optimisation »

Connectivity from cloud to customer

As networks and communications media converge, and your contact centre is increasingly powered by unified communications, there's clear advantage in having your converged network services and your contact centre managed by the same supplier.