numero transforms contact centres into true omni-channel operations


numero transforms customer contact centres into true omni-channel operations that deliver business opportunities, costs savings, efficiency gains and competitive differentiation for clients. Thanks to the adaptability of our solutions platform and experience of our team across many industry sectors, numero is able to deliver a true omni-channel experience to customers in record time – completely eliminating the long lead times traditionally associated with systems change.

customer experience

  • Ability to choose the channels of communications they prefer
  • Seamlessly switch between channels of communication
  • Freedom to decide where, when and how they interact with companies
  • Revolutionise service, choice and response times
  • Greater convenience with self-service options
customer experience

business operations

  • Agents work across multiple channels from a single workstation
  • Processes are simplified and streamlined
  • Customer records are enriched, enhanced and accessible from a single customer view
  • Compliance and regulatory controls enforced
  • Existing technology investment is protected
business operations

the customer perspective

With numero omni-channel solutions, customer engagement is transformed from a disjointed and fragmented relationship to a continuous and integrated experience. Your customers have the freedom to choose how, when and where they interact with your organisation using any convenient communication channel including traditional methods (such as phone and correspondence), new favourites (including mobile apps and online) and emerging choices (such as social media). Customer relationships are deepened as your organisation fits-in with the individual lifestyles and preferences of customers – thanks to the freedom to interact with you while at work, on the move and at home. Restrictive opening hours and customer queues are replaced by liberating customer service that includes self-service, call-me-back and interactive chat facilities across phone, SMS, mobile and online devices.

the organisational perspective

With numero omni-channel solutions, the focus of contact centres switches from one-dimensional operations focused on average call handling times and call queues, to customer services centres focused on continuous customer relationships and engagement. Agents have a wealth of information at their fingertips thanks to numero’s single agent desktop and personalised customer service is delivered through all channels of communication including traditional methods (such as phone and correspondence), new favourites (including mobile apps and online) and emerging choices (such as social media). These omni-channel operations deliver fully and partially automated customer service thanks to the powerful functionality of the numero software platform – blending agent, rules-based and self-service delivery to deliver outstanding service levels, cost-saving efficiencies and improved workflows. The omni-channel picture is completed by numero’s single customer view and powerful reporting functionality.

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