From call routing to Google’s AI chat bots, our specialists can discuss the full range of features out there to ensure your business gets the solution and feature set that’s right for you.
Together we deliver and support a full range of solutions from traditional telephony, unified communications and contact centres both on-premise or in the cloud (public or private).
DCS has more than 850 technical accreditations covering MiVoice Business, MiVoice Office 250 and MX-One. These accreditations are held by 12 Pre Sales Specialists and over 115 Engineers (including technical support, field and project engineers). This extensive knowledge and resource enables us to have an installed base of over 1900 customers running Mitel solutions.
We also hold ‘Vertical Business Specialist’ status in the education, health, finance, hospitality and professional services sectors. This ensures our customers get the very best solutions to meet their business communications needs.
How Daisy Can Help
- Route all forms of media against a consistent service level agreement (SLA)
- Route interactions to the correct resources at the correct time (skills-based routing)
- Provide a fantastic “in-queue” experience, regardless of media
- Allow the ability to slice and dice data in both real-time and historical periods
A contact centre embedded with UC is not only great news for your customers, it also benefits your employees and their efficiency levels. An intuitively-unified interface combines voice, messaging, audio, video and web conferencing together. And that means optimising the interaction between your business processes in both your front and back offices.
With customer relationship management (CRM) integration, your agents can access customer data and relationship history – vital in an age when contact centres need to deal with demand from more sources than ever while simultaneously maintaining high levels of customer satisfaction.
Go an extra step with CRM and computer telephony integration (CTI), where customer information is presented to your agent before a call is answered, allowing your agents to familiarise themselves with the customer and their data before an interaction commences.
The ability to share recorded conversations, and for them to be analysed and communicated across your business, boosts the quality and consistency of your customer engagement.
- Automated meter readings
- Mileage applications for fleet management
- Brochure requests
- Payment lines
- Situation alerts
Our IVR solutions are also used at the front of a call to reduce the time agents need for ID and verification activity. Today’s IVR solutions span multiple media channels. A call to request a brochure can trigger delivery via email, followed by a confirmation SMS message – solutions are only limited by your imagination.
The perfect solution comes with a deep understanding of a business and its objectives. For example, debt recovery companies care little about the customer experience, but very much about a positive resolution. Conversely, a premiere service from a bank will be entirely focused on providing an amazing customer experience.
Our dialler solutions provide a platform for multimedia workflows, starting typically with the intelligent placing of an outbound call.
We offer solutions that cover preview, power and predictive environments, as well as multimedia integration and workflow control.
They also include concise agent scripting, as well as powerful reporting and analytic dimensions.