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CONTACT CENTRES

Do you need to improve the customer experience delivered by your contact centre?

Are you dealing with increasing call volumes but without the budget to hire more agents? Do your agents frequently require assistance while handling a specialised customer request but have difficulty finding the right person with the right answers? Are your customers able to contact you from anywhere through their device or media of choice?

Today’s contact centres interact with customers through a multitude of mediums – from the telephone, to email, web, video, instant messaging, fax and social media, always receiving a consistent, well-informed service.

Support UK can design and deliver a Contact centre solution that will provide agents with the expertise of knowledge workers anywhere in your Enterprise, helping you deliver an improved customer experience - not just by providing faster response times, but by providing the right response from the right person the very first time.

Our integrated suite of multimedia applications and communication tools is designed to seamlessly enable a higher level of real-time collaboration and interaction between your contact centre agents and the knowledge workers in your Enterprise - anywhere they happen to be.

The solutions we deliver help facilitate the rapid deployment of new applications to improve customer service across your distributed operations, reduce costs and support the flexible working requirements of your staff. Skilled employees, irrespective of their actual location, can form part of a virtual network of experts, set up to optimise customer service.

Support UK have coverage on a wide range of vendor contact centre solutions, including Xima, Splicecom, and Mitel; however, our experience in this area has reached a conclusion that the Avaya  solutions deliver the most flexibility and functionality to our customers and therefore we have chosen to make Avaya our primary vendor of choice.


The three main Avaya contact centre applications that we offer are summarized below.

  • IP Office Contact Center (IPOCC) – purchased separately, requires Preferred Edition, shares Voicemail Pro channels/ports, 30 active agents + supervisors max on 500v2, 250 active agents + supervisors max on Server Edition, voice & multimedia agent designation, historical & real-time reporting for a single site only on 500v2, historical & real-time reporting for a single Server Edition network from primary server (agents can be dispersed across the network), requires IP Office 9.0.2, requires Windows server, can be virtualized
  • Avaya Contact Center Select (ACCS) – purchased separately, requires Preferred Edition, shares Voicemail Pro channels/ports, 30 active agents + supervisors max on 500v2, 250 active agents + supervisors max on Server Edition, voice & multimedia agent designation, supports fax & SMS, historical & real-time reporting for a single site only on 500v2, historical & real-time reporting for a single Server Edition network from primary server (agents can be dispersed across the network), requires IP Office 9.0.3, requires Windows server, can be virtualized
  • Customer Call Reporter (CCR) – included in Advanced Edition, shares Voicemail Pro channels/ports, 150 active voice only agents max, 30 voice only supervisors max, historical & real-time reporting for single site only, requires Windows server, can be virtualized

effective solutions for your organisation

Support UK can help. From internal operations to customer relationship management, we offer contact centre solutions to help make your entire organization more effective and efficient.