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PHONE HOTLINE: 1300 789 600EMAIL: contact@addcom.com
Contact Us!
Log a service request
contact centre

Contact Centre

A complete, secure cloud contact centre solution that makes it easy to collaborate with agents and improve customer experiences.

Deliver exceptional customer experiences with advanced tools that empower agents, optimize workflows, and provide actionable insights.
Our solutions are designed to enhance productivity, improve engagement, and adapt to changing business needs—all on a secure and reliable platform.

Features

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Reliable, easy and secure
Ensure productivity for all agents with a platform-wide 99.99% uptime SLA and a unified toolset that eliminates app confusion.
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Engaging and Collaborative

Boost agent and employee engagement, collaboration, and operational effectiveness for customer success.
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Customer Centric

Design better experiences with support for all interaction channels and proactive, AI-powered self-service.
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Adaptive Analytics
Activate agent potential with timely feedback, intelligent coaching, and collaboration tools for continuous improvement.
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8x8 Contact Centre for Microsoft Teams
An omnichannel contact centre integrated into Microsoft Teams to simplify customer engagement workflows and ignite collaboration across the organisation.
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XCaaS - The single platform
Enjoy a more integrated, productive employee and customer experience, with contact centre, calls and collaboration on one truly unified platform.
Omnichannel Routing

Connect Faster Across Every Channel

Exceed customer expectations with intelligent routing that delivers live services across voice and digital channels. Proactively engage customers with seamless service options.

  • Unified Experience: Manage voice, chat, email, and social media on one platform.
  • Proactive Service: Offer customers personalized assistance when they need it.
  • Optimized Routing: Ensure customers are connected to the right agent quickly.
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Intelligent Customer Assistant

Personalized Self-Service for Better Experiences

Empower customers with intelligent self-service tools that make solving their queries easy. Provide a seamless, personalized experience across any digital channel without requiring agent intervention.

  • Effortless Self-Service: Enable customers to find solutions independently.
  • Engaging Conversations: Use AI-driven assistants for natural, helpful interactions.
  • Cross-Channel Access: Meet customers where they are—on any platform.
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Agent and Supervisor Workspaces

Purpose-Built Tools for Every Role

Provide agents and supervisors with intuitive, workflow-driven interfaces that consolidate the tools and information they need. Deliver better customer experiences with purpose-designed workspaces.

  • Role-Specific Features: Tailored interfaces for agents and supervisors.
  • Centralized Tools: Access everything needed for effective customer interactions.
  • Enhanced Productivity: Reduce complexity and improve response times.
 
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Contact Centre Analytics

Gain Clarity with Powerful Data Insights

Use customizable reports and real-time notifications to stay on top of critical performance metrics. Monitor trends, agent activities, and customer behaviors to continuously improve your contact centre operations.

  • Custom Reports: Build dashboards that suit your business needs.
  • Proactive Alerts: Get notified of trends that may impact performance.
  • Performance Tracking: Analyze agent and customer interactions for actionable insights.
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Workforce Engagement Management

Empower Agents to Drive Better Results

Empower Agents to Drive Better Results
Optimize your workforce with tools designed to save time and enhance productivity. Deliver great customer experiences by equipping agents with the resources they need to succeed.

  • Time-Saving Tools: Automate repetitive tasks and streamline workflows.
  • Optimized Scheduling: Ensure the right agents are available at the right times.
  • Enhanced Training: Use performance data to tailor coaching and development.


 

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Start building the right infrastructure for your business now.

And let us help you make your business more effective
Contact us for more information