numero

For enterprise-class solutions

numero uno interactive is our state-of-the-art, customer interaction platform. Designed to streamline contact centre, web or back office teams processes in order to enhance customer journeys; numero uno interactive is the platform of choice of leading business process outsourcers and major corporations alike.

numero interactive is a highly configurable solution that is designed for the most demanding customer service functions. It is the platform on which numero has created a number of ‘out-of-the-box’, rapid deployment applications to handle specific customer service needs such as:

• Web chat
• Web self service
• Complaint management
• Help desk
• Billing exceptions management
• Phone queue busters
• Contact me enquiries

numero uno interactive handles all inbound and outbound communications in one unified application that:

• Gathers all communiqués regardless of originating source whether it be phone, web form, web self service, text (SMS), correspondence, web chat or other.
• Analyses the nature of each customer enquiry (such as an order, complaint or billing request) before directing it to the correct department for action
• Presents full details of a customer and the enquiry (including previous account history such as orders and enquiries) directly to the person responsible for dealing with the customer
• Matches all the relevant information to the customer’s enquiry (for example, customer history, product information, known faults, returns procedures and available delivery times) to help the nominated agent to respond directly to specific requests
• Actions the correct response and ensuring that all SLA’s are adhered to and (in case of non adherence to SLAs) escalate for action
• Links all contacts, irrespective of the channel, by company, customer and case to provide a single view of the customer
• Provide real time workforce reporting across all contact centre, agent, queue or channels
• Ensure full audit and compliance management with rule based encryption and obfuscation.

With numero uno interactive, organisations can respond to the individual needs and preferences of each and every customer – whether they be a Jenny, Mike, Peter, Anne, Gary or someone altogether different. Perhaps most importantly, thanks to the enterprise-class credentials of the platform and the quick-to-deploy applications created by numero, it provides organisations with a flexible and modular environment in which the evolving needs of these customers can be satisfied in the short, medium and long term.