Technology forms a crucial part of our service offering and is business critical to the success of our organisation. With this in mind, Ventrica has invested heavily in globally recognised solutions to ensure our technology set up and infrastructure is at the leading edge of modern-day customer contact centres.
- Technology infrastructure
We have significant experience of providing systems infrastructure technology and delivering services to ‘blue chip’ companies across multiple sectors and we have chosen platforms that have robustness and the ability to scale to enable our continued growth. We believe that this is a key strategic advantage that helps us to drive best practice and a continuous improvement culture throughout our business.
Our technology infrastructure is configured around a unified communications platform, a way of joining up phone calls, emails, website, social feeds and web chat amongst other communication methods into one manageable interface. This makes it easier for us to get a clear picture of your customer and their query, but more importantly ensures the customer can contact us in the method of their choice and expect to get a quick and timely response.
- Leading software
Our enterprise telephony platform is a Communications Manager from Avaya, the world’s leading provider of telephony solutions and our software is developed by Altitude; another world leader in unified communications. Altitude provides us with screen-popping, intelligent call routing, advanced IVR handling and comprehensive knowledge base ability, thus ensuring our staff can impart information to your customers in a simple and uncomplicated fashion.
Altitude also allows us to provide our clients with a true omnichannel software solution that includes intelligent scripting, CRM, advanced email management, live chat and the ability to feed social enquiries from sites such as Facebook, Twitter, Flickr and Tumblr amongst others. All social enquiries are fed through to us by Conversocial, an additional social software platform that we use to filter keyword criteria in order that complaints or other important interactions can be picked up immediately by our customer service team.
Our outbound features include full power, preview and predictive dialling which ensures maximum Advisor productivity and a higher level of return on investment for our customers.