Alphawest offers a full suite of services and solutions to meet the demands of small to large contact centre business and operations. Our services are underpinned with a consulting capability to ensure we help our customers design and implement the most appropriate solution to meet their needs and the needs of their customers.

We provide the ability to deliver stand-alone (enterprise), hosted and carrier core network integrated contact solutions, through our relationship with Optus Business. In turn, this will help deliver superior availability, redundancy, management control and reporting to future proof and meet the most of your critical contact centre business and operational requirements.

Benefits:

Improved customer service through more efficient call routing and management.
Shorter customer wait times.
Lower call costs.
Establish a differentiated market positioning.
Ability to manage multi-media, multi-channel customer contacts.
Improved management reporting.
Less human agents, lower cost through self serve speech solutions.

Features:

Interactive Voice Response (IVR) and Intelligent Call Routing (ICR) solutions offer automated self service, more efficient and effective call routing .
Customer Relationship Management (CRM) and Computer Telephony Integrated) solutions can be customer service enabling.
Capabilities which deliver customer data to the Agent’s screen as the call is delivered, reducing wait times and presenting a more friendly, informed environment.
Work Force Management (WFM), Call Recording and Quality Management solutions provide improved Service Management which enhance the customers offer, meet legal and regulatory requirements, and act as strong differentiators.
Real-time monitoring and management reporting are key to effective contact centres operations.