Contact Centre
Solutions

Consultancy, Deployment
and Training

Experts in Contact Centre technology

Planning to implement a cloud or hosted contact centre or a contact centre as a service (CCaaS) solution?

Look no further than Firstcom.  We are experts in contact centre technology and one of the UK’s leading businesses for cloud contact solutions, training and consulting.  We offer the best in contact centre solutions by combining our cloud and industry expertise.

We make sure our clients have the knowledge and expertise to successfully deploy new contact centres and deliver performance improvement programmes for existing operations.

Why Cloud?

Why engage with us?

Automation, Performance & Engagement

Firstcom has worked in a number of sectors including the financial services, energy and retail & leisure sectors to implement customer engagement solutions – whether for traditional outbound sales, to automate regular customer touchpoints like meter reads or to implement click-to-pay debt collection.

Firstcom’s experience is that great customer service is optimally achieved through a balance of automation, performance and engagement (APE).  We have honed this experience to become great at aligning your organisation’s people with technology to deliver better customer engagement and for greater operational efficiency.

Firstcom recognises the importance of transparent and measurable communication between organisations and their customers.  We have a long-established practice of deploying key solutions and services in a number of sectors where we have helped organisations deliver a consistent, measurable service in a world where customers need to engage by any available channel and where scrutiny of the quality of that engagement is instant.

The APE methodology is all about automating processes and helping staff work smartly through intelligent right-fit technology.

call centre automation performance engagement

Customer engagement is no longer just about how you want to contact customers; it’s all about how they want to contact you or be contacted by you.  They decide how they contact you, when they contact you and what their expectations are.  Your service is measured daily against your competitors and how you perform is made public by comments and reviews on social media platforms such as Facebook and TrustPilot.

Unified Communications

Leverage all your communication channels from a unified cloud-based platform

The challenge with multi-channel communications is that they aren’t always connected to one another.  The lack of linked-up customer data means customers can get passed between multiple different advisors before their query is resolved.

By integrating your contact centre seamlessly with the rest of the business, you can unify all communications into one system that’s easy to manage. Call resolution is swifter and the customers and advisors have a better experience.

There should be one view of each individual customer, no matter which channel they have chosen to contact you.  Ideally, this view should be available to the agent in one solution so that when a customer calls, the agent has a clear history of their interactions and can quickly help solve their query.

business communications on the road

This solution should queue interactions together, along with other workflow, regardless of channel so that all inbound customer contacts are answered according to the SLAs you set.

Whether with Firstcom’s own unified comms solution or the 8×8 solution you really can have it all: world-class business phone services, collaboration and virtual meetings along with enterprise ready contact centre solutions in one secure Unified Communications Suite.

Multi-Channel Solutions

Firstcom is a leading provider of multi-channel contact centre solutions. Multi-channel can be voice, SMS, email and web chat. We are now seeing video and social media channels become increasingly popular.

Payment Solutions

Our payment solutions enable businesses to take payments flexibly and securely.  They include

  • pay-by-phone IVRs
  • agent-assisted payments
  • web payments
  • click-to-pay by email, chat and SMS

Productivity

Multi-channel contact centre solutions are just one facet of Firstcom’s suite of customer engagement solutions.  You can see more if our other productivity tools below.

Workforce Management

If your business makes and receives lots of calls, you should consider a dialer.

Increase your productivity by 300% and achieve more in less time with our hosted pay-as-you-go dialer service.

Contact Handling

Between 65% and 75% of the average contact centre’s operational cost will be consumed by staffing.  So it’s not surprising that more and more businesses are relying heavily on workforce management (WFM) applications.

Contact Centre Dialer

Need calls answered on your behalf?  Looking to have all your inbound contact handled for you?  Firstcom offers multi-channel inbound contact handling, including calls, email, SMS, live chat and social media.

Workforce Management

Between 65% and 75% of the average contact centre’s operational cost will be consumed by staffing costs.  So it’s not surprising that more and more businesses are relying heavily on workforce management (WFM) applications.

If your business makes and receives lots of calls, a dialer may be just right for you.

Increase your productivity by 300% and achieve more in less time with our hosted pay-as-you-go dialer service.

Contact Centre Dialer
Contact Handling

Need calls answered on your behalf?  Looking to have all your inbound contact handled for you?  Firstcom offers multi-channel inbound contact handling, including calls, email, SMS, live chat and social media.

What our customers have to say

Tony Robinson – Via Clinic

I have been using Universe for 5 months now and have to say it is the most user friendly unified communications product I have seen. My customers love the voice quality and as a company our productivity has been aided by the range of advanced features it offers.

Customer Testimonial - Amtech Business Solutions logo
Dave Melin, Managing Director and Founder of Amtech Business Solutions

Working with a service provider who listens and takes feedback on board is a refreshing change! We love the fact that we are listened to and we can affect change. Secondly, we feel that the values of Firstcom closely match the values of Amtech, so working in partnership with them ensures that our services are cost-effective, reliable and tailored. As technology evolves so quickly, having a partner who is agile and flexible ensures we are always competitive with our customers and able to provide profitable solutions.

PARTNER - Oasis Technology Logo
James Partner, Managing Director of Oasis Technology.

I really cannot praise Firstcom highly enough. Without exception, every single member of their staff are a joy to deal with. They are professional yet friendly; know their product inside-out, and of paramount importance to us they take time to listen to and understand our needs. They are truly the communications provider we had been looking for, for such a long time. All I can say is that I wish we had gotten to know them a long time ago!

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