For many companies, the role of the contact centre has changed and taken on a more strategic, influential role in shaping the success of the business. While the need for reducing costs, and increasing efficiencies and productivity will always be there, other company objectives linked to customer experience, competitive differentiation and departmental alignment have demanded a revised, broader approach to managing and developing solutions.
With this in mind, INOVO caters for various requirements to help businesses meet their objectives:
- Contact Centre Optimisation
From outbound sales to customer service and debt collection, the contact centre plays a crucial role in operations and fulfilling broader strategic company objectives. In addition to providing the technology, we focus on key optimisation areas such as: omni-channel (voice, SMS, web chat, WhatsApp, social media etc.), intelligent routing, self-service (phone, mobile, web), customer feedback, reporting and analytics, quality and performance management, e-learning, workforce optimisation, gamification, inbound, smarter outbound dialling, lead management and automation, scripting and templating, workflow optimisation, interaction recording, and business intelligence.
- Product Development
Depending on business requirements, there may be a need for creating new products and solutions for clients. INOVO can build apps, customise solutions or create innovative new products to conquer these unique business challenges.
Other key services
Beyond our core solutions, our team assists in the provision of a number of other key services – all of which contribute to and drive contact centre and business improvements.
- Project-based consulting: in addition to the day-to-day consulting and advice we offer our contracted clients, we can also focus on a project/set of projects in a specific area (e.g. workforce optimization, BI) to drive improvements.
- Implementation and integration
- Comprehensive support
- Contact centre staff systems training
Delivery and commercial models
We provide flexible commercial models (rentals, outright purchase etc.) to satisfy every budgetary requirement.
We offer solutions in two technical delivery models – hosted and on-site. While both options offer numerous benefits, the suitability and choice of delivery very much depends on your specific needs.