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Contact Centres have become the primary – and often only – interaction point between customers and organisations. From being seen solely as a means of dealing with customer complaints and queries, the contact centre is now a front line business tool. It has even undergone a re-branding from “Call Centre” to "Contact Centre" to reflect that organisations want to smoothly integrate inbound and outbound voice applications with Internet applications, including real-time chat, web collaboration, and email. This integration enables a single agent to support multiple interactions simultaneously, regardless of which communications channel the customer has chosen, and allows the organisation to provide a “single point of contact” to it’s customers.

Logicalis’ Contact Centre solutions are designed to enhance the efficiency of any contact centre by simplifying business application integration, easing agent administration, and increasing agent productivity and flexibility, thereby reducing business costs and improving customer response.

Our Contact Centre services deliver intelligent contact routing, call treatment, network-to-desktop computer telephony integration (CTI), and multi-channel contact management over an IP infrastructure. By combining multi-channel automatic call distributor (ACD) capabilities with IP telephony in a unified solution, the Logicalis Contact Centres offering enables organisations to rapidly deploy a distributed contact centre infrastructure.

Furthermore, Logicalis can bridge the gap between legacy TDM and IP infrastructures, providing a seamless integration of voice, instant messaging, e-mail and collaboration applications over both of these technology platforms. This allows customers to preserve the value of their existing investments in call centre products such as ACD’s and IVR’s, whilst leveraging our wide range of solutions to support the same contact centre requirements in a converged network environment.