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CONNECTED CALL CENTRE

DELIVER A HIGH-QUALITY SERVICE

Do you have the tools to deliver high-quality service? The pandemic has made us work from home, so you now have multiple channels through which your customers are coming, and your data is all over the place. This has brought call centres the challenge of getting an overview of their communications with customers who are working in so many different interfaces. How can this be solved?

benchmark study

customer experience

82% of companies say that a good customer experience increases competitive advantage

NPS

Only 12% say their Net Promoter Score (NPS) is on the advocate level

primary differentiator

58% of companies say customer experience is their primary differentiator

lack of information

73% of companies lack information on earlier interactions in their CRM solution

LEVERAGE YOUR MICROSOFT STRATEGY AND DIFFERENTIATE CUSTOMER EXPERIENCE WITH CONNECTED CALL CENTre

Our solution Connected Call Centre will handle all of your customer solutions in one channel, managing all of your incoming and outgoing communications in one single interface. This helps you deliver a better customer experience.

BENEFITS OF CONNECTED CALL CENTre

increased customer satisfaction

Increase first-call resolution rates, reduce on-hold times and reduce agent turnover rate.

LEVERAGE CURRENT MICROSOFT INVESTMENTS

Save money on licensing and implementation, build on familiar tools and technology, and use a well-known user interface.

INCREASE REVENUE

Increase customer retention rate and customer satisfaction as well as NPS/NKI.

STOP WASTING TIME

Reduce average queue times, reduce the percentage of unnecessary contacts, and allow your agents to focus on the interactions that matter.

GROW AND SCALE YOUR TEAM

Distribute work from anywhere and reduce headcount, saving money with operational efficiency.

case

PUTTING CUSTOMERS AND EMPLOYEES FIRST

The continued focus on digitalisation has helped 24Storage to achieve something unique in their sector. With digitalisation in every process — from customer sign-up to renting and maintaining storage units — the business is controlled from one central location in Stockholm.

hear what our customers say

anders långberg

CIO, 24STORAGE

Together with Nexer, we have been able to increase the overall quality of our service and secure a future-proof and flexible solution, to cost-efficiently scale and adapt our call centre to changing customer behaviour.

Idevar junior

IT MANAGER, ZURICH INSURANCE

The Dynamics 365 omnichannel solution is helping us organise all incoming communication from mobile, website chat and WhatsApp – in one single user interface. We are improving our level of service by increasing efficiency, reducing service times, and building loyalty by meeting our customers in their preferred channels.

christian nilsson

CUSTOMER SERVICE MANAGER, ÖRESUNDSBRON

“Together with Nexer, we are streamlining the agent experience with one unified Dynamics 365 interface, enhancing integrations to our various communication channels to achieve higher productivity, boost first touch resolution and increase service availability.

WANT TO LEARN MORE ABOUT CONNECTED CALL CENTRE?
Martin Hök
Business Manager | Connected Call centre

+46 (0)703 69 36 03

contact person