Your customers want quick answers without being passed around, waiting too long or having to repeat themselves.
A cloud contact centre makes customer contact easier to manage by bringing calls and digital conversations, routing, reporting and customer context together. Your teams get more of the information they need to respond effectively, while you get a clearer view of the service you’re delivering.
Omnichannel contact | Intelligent routing | Real-time visibility | UK-based support
CUSTOMER SERVICE
As customer contact grows across different teams and channels, keeping everything joined up gets harder. Queues build, calls end up in the wrong place and customers can find themselves repeating the same information to different people.
Your teams feel it too. Agents spend time searching for context, managers have less visibility of where demand is building and service can start to slip before anyone has had the chance to step in.
A cloud contact centre gives you more control over call routing, queues and customer journeys, helping people reach the right team faster while giving your teams more of the information they need to help.
BETTER CUSTOMER experience
The right setup helps customers reach the right people faster, while giving your teams more context and clearer ways to handle busy periods, different channels and more complex enquiries.
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Route calls and conversations around the reason for contact, customer needs, team availability and agreed priorities rather than sending everyone through the same journey.
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Improve customer experience by bringing voice and supported digital channels together, in one platform, so customers can contact you in the way that works for them.
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Give your teams useful information about previous conversations and customer activity, helping reduce repetition and unnecessary system-hopping.
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Build clear overflow, priority and escalation routes around what should happen when teams are busy or more specialist help is needed.
VISIBILITY AND INSIGHT
When queues grow or demand changes, you need to know before customers start feeling the impact.
Real-time contact centre dashboards give you a clearer view of queues, wait times, abandoned contact and team availability.
Historical reporting can help you understand the patterns behind the numbers, so you can make better decisions around routing, resourcing and customer experience.
See where calls and conversations are building across your teams and queues, so managers know where support may be needed.
Track wait times, abandoned contact and response performance to spot where the customer experience needs attention.
See availability and workloads more clearly, making it easier to move resource or adjust how enquiries are handled.
Use contact centre reporting and interaction data to understand recurring demand, pressure points and where customer journeys could be improved.
SMARTER CUSTOMER SERVICE
A contact centre should make life easier for the people using it, not become another system they have to fight with.
Supported integrations, automation and AI can help reduce repetitive tasks, bring useful information into the conversation and give your teams more time to focus on the customer.
Link supported CRM, helpdesk and customer service platforms so your teams can see useful information without constantly switching screens.
Give customers ways to complete straightforward tasks or find answers without waiting, while keeping a clear route to an agent when more help is needed.
Use supported AI tools to help surface context, useful information and conversation summaries while agents are helping customers.
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Use supported outbound and messaging tools for reminders, updates, follow-up and other useful customer communications across the wider journey.
REAL-WORLD USE
Cloud contact centres can be configured around different types of enquiries, service teams and customer requirements. Routing, priorities and workflows can then be shaped around how each part of your organisation operates, rather than forcing every team into the same setup.
Bring calls, queues, callbacks and service levels into one managed view, so teams can respond more consistently as demand changes.
Route technical and service enquiries by issue, customer or priority, with clearer escalation paths when specialist help is needed.
Shape call journeys around service users, patients and tenants, including priority services, opening hours and overflow when demand rises.
Create clearer routes for repairs, emergencies and general enquiries, with reporting that helps teams see demand and missed calls.
Direct new enquiries to the right people, capture missed opportunities and give managers a clearer view of response and follow-up.
Use shared call handling and reporting across locations, while keeping local numbers, teams, opening hours and service needs where needed.
MANAGED CONTACT CENTRE
Getting a cloud contact centre live is only the start. Teams change. Opening hours move. New queues are needed. Customer journeys evolve. Reporting requirements grow. And someone still needs to keep everything aligned behind the scenes.
dbfb can help with the design, configuration, launch and ongoing management of your contact centre, giving you one UK-based team for changes, support and advice.
That can include call flows, queues, routing, users, reporting, integrations and ongoing improvements as your needs change.
ONE ACCOUNTABLE TEAM
A contact centre platform gives you the tools. The difference comes from how well those tools fit your customers, your teams and the service you want to deliver.
We start with how people contact you today. Where do conversations get stuck? Who needs to handle them? What should happen when nobody is available? And where could the experience be easier? Then we build the technology around that.
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Start with your customers, enquiry types, teams, priorities and service levels before deciding how queues, routing and workflows should work.
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Use leading contact centre technology to bring voice, digital channels, routing, reporting, analytics and supported AI together where they add value.
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Bring configuration, testing, user access, integrations and training together through one team to make moving onto the service easier.
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Once it’s live, we’re still here. Get help with users, queues, routing changes, reporting, configuration and the everyday questions that crop up.
connected services
Your contact centre doesn’t work in isolation. Customer conversations can depend on the telephony, Teams setup, messaging services and connectivity sitting behind the platform. Keeping those services joined up gives you fewer suppliers to deal with and a clearer route when something needs attention.
Keep customer conversations moving when your connection goes down, with resilient connectivity and failover helping your contact centre stay online.
Connect customer-facing queues and journeys with everyday business calling across the wider organisation.
Use SMS alongside voice for reminders, confirmations, service updates and follow-ups.
Give cloud calling and agent applications the bandwidth, coverage and resilience they need.
quick answers
ready to review
Talk through your queues, call journeys, service levels, integrations and reporting. From there, the right setup and launch plan can be shaped around the people handling the calls and the customers trying to reach them.