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
Our systems are designed around three core principles:
As such, Ventrica has invested in enterprise-grade infrastructure components from suppliers such as Cisco, Dell and Juniper. In order to maximise the availability of our systems, we utilise redundant hardware, multiple fibre-optic network links and dynamic traffic routing. Our systems are 90% virtualised running in multiple hardware clusters distributed across our sites. This enables us to withstand multiple system failures in a variety of scenarios whilst still delivering an excellent service to our clients and their customers.
- 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 and Flickr amongst others. All social enquiries are fed through to us by Sprinklr, 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.
We have vast experience working with products such as SalesForce, Microsoft Dynamics, Zendesk and other leading CRM and Case Management Systems. In addition, we also work with a host of Order Management and Ecommerce Systems. So whatever you use to manage customer conversations, through whatever channel, were setup to support you.
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.