Call centre communications
Transform customer experience and support your call centre staff
From SMS to rich messaging and voice solutions, our range of business communication services can improve the way you handle calls. Provide better experiences for your customers and staff with Esendex.
Empower your call centre teams to deliver excellence
An efficient and helpful team member will resolve queries quickly and prevent problems from escalating – which often translates into sales and long-term loyalty. Yet despite the best efforts of staff, customers frequently become frustrated by long waiting times, especially when their question is relatively straightforward.
By empowering your teams with intuitive Voice, SMS, Rich Messaging and Mobile Journeys to improve customer handling, they can direct callers to the right department, including self-serve options, or answer questions via messaging services like two-way SMS or chatbots.
Self-serve with automated options
Being able to quickly and intelligently route customer calls can significantly reduce waiting times – and frustration.
We can help you integrate a hosted Interactive Voice Response system (IVR) into your call centre system, which provides a series of automated self-service options that allow customers to choose which one they need via their mobile keypad or landline.
Real-time conversations with SMS chat
Customers want to get in touch at a time to suit them – whether it be on the bus during the morning commute or when they’re waiting for the kids to finish school.
SMS chat makes it easy to find answers to common sales or support questions at a time to suit them, freeing up contact centre staff to handle more complex enquiries.
Combine solutions for intelligent messaging
Multi-channel contact doesn’t have to be a challenge. Use a combination of SMS, rich messaging (RCS and WhatsApp) and Voice to deliver better experiences, managing it all from one place, on the Esendex platform.
Trigger an SMS as a receipt for payment or use text-to-callback to avoid long waiting times. Or use WhatsApp as another way for customers to get in touch.
Personalised call flows and menus
Esendex’s Voice products offer fully configurable options for the decision steps in both inbound and outbound call flows that direct customers to the right team, improving efficiency and satisfaction.
Tailor the number of concurrent calls you want to attempt within a time period, in line with contact centre goals. With an intelligent call flow, you can use retry strategies and customer specific rollover criteria to get the best responses.
Key benefits of Esendex’s contact centre solutions
Interactive multi-channel call centre solutions
First impressions count, and contact centre experiences can determine whether someone becomes a loyal customer or takes their business elsewhere.
An IVR helps to direct them to the right person – but Esendex’s platform voice products for both inbound and outbound, can be adapted to your contact centre requirements, allowing to deliver personalised branded experiences.
They can be integrated with SMS, email and mobile messaging to boost engagement and lower costs too.
You can also use it to:
- Process simultaneous payments
- Validate account access
- Send alerts, including everything from travel or delivery updates to critical safety messages
Secure, compliant and flexible
Our high quality, affordable and easy to manage solutions can be used in almost any industry. The Esendex platform is certified to ISO 27001 standards, which makes it highly secure – allowing you to protect your customers’ data.
Gather feedback to drive improvements
Follow up calls with automated SMS surveys to get feedback in the moment when callers are most receptive – using their insights to make continuous improvements.
Ask a series of chronological questions, or ask specific questions based on responses. Customise your survey with YES/NO, NPS, and free-type answers.
Let’s start sending, together.
Discover the full power of our mobile messaging platform.
Customer success stories
Increasing final debt payment from 4% to 19%, at a third of the cost of direct mail
Saving time and money for both the customer and Brighton & Hove City Council
Increasing incoming payments with an automated collection service
Discover the latest for call centres from our blog:
How technology can improve customer service while reducing call volumes
Read how Esendex’s bespoke solutions have helped clients reduce overall call volume and associated costs, while increasing the recipient response by 32.8%.
How to create an effective call deflection strategy in financial services
Do your customers want or need to call your business? Learn how your financial services business could reduce call volumes while improving the customer experience.
SMS for customer service: Best practices and message templates
Want a faster, more convenient way to support your customers? SMS, RCS And WhatsApp customer service delivers real-time, personalised help right at their fingertips.