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Contact Centres

Happy customers and reduced overheads with Cranberry Contact Centre Solutions

Why Contact Centres?

Contact centres play a crucial role in supporting businesses by providing effective communication channels for their customers.

Your contact centre serves as the first point of contact for all customers whether new or old. Long waiting times with low to no engagement, repetitive checks and despondent agents result in frustration and customer churn.

Cranberry contact centre solutions help organisations connect their customers with 1st call resolution, deliver amazing experiences and drive true ROI.

Customers want to engage with you immediately and have the choice of different channels for the same engagement, without the need to repeat themselves when they switch from one to another.

What scenarios can a contact centre help with?

What makes a contact centre a great contact centre?

Remember, a well-implemented contact centre enhances customer satisfaction and streamlines communication!

Your contact centre serves as the first point of contact for all customers whether new or old. Long waiting times with low to no engagement, repetitive checks and despondent agents result in frustration and customer churn.

Contact Centre Solutions

Enterprise Contact Centre - £60-£130 per agent per month.

Both 8×8 Contact Centre and RingCentral Contact Centre offer robust solutions for enhancing customer experiences.
Let's delve into their features to help you make an informed choice.

8×8 Contact Centre: Features

The 8×8 contact centre is a flexible and scalable solution designed for today's dynamic customer service landscape. Here are some of its versatile features:

  • ACD with Skills-Based Routing: Efficiently route incoming calls to the most suitable agents based on their skills and expertise.
  • Omni-Channel Intelligent Routing: Seamlessly manage interactions across various channels (phone, chat, email, etc.).
  • AI-Powered IVR with Self-Service: Enhance self-service options for callers using intelligent IVR.
  • Predictive Dialling for Outbound Calls: Optimize outbound campaigns.
  • Unified Inbox for All Channels: Streamline communication.
  • Quality Management and Workflow Optimization: Monitor and improve agent performance.
  • Workforce Management Tools: Efficiently schedule and manage staff.
  • Customer Surveys: Gather valuable feedback.
  • Screen and Call Recording: Ensure compliance and quality.
  • IVR Full Journey Maps: Visualize customer interactions.
  • Customer Experience Analytics: Extract insights from data.
  • Native CRM Support: Integrate seamlessly with CRM systems.
  • Payment Processing with PCI DSS Level 1: Securely handle transactions.
  • Service Management: Comprehensive end-to-end solution

SMB Contact Centre £25-£35 per agent per month

The 3CX cloud phone system offers several compelling selling points for use as a contact centre for small and medium businesses:

  • Call Recording: Useful for legal compliance and quality monitoring.
  • Training Tools: Train agents live with features like "Listen in" and "Whisper."
  • Barge In: Allows supervisors to take over calls when necessary.
  • App-Free Web Conferencing: Conduct web conferences without requiring additional apps.
  • Easy Management: Administer queue configurations effortlessly.
  • Cost-Effective: No per-agent pricing; pay a low annual license cost.
  • CRM Integrations: Pre-configured for popular CRMs like Microsoft 365, Salesforce, and more.
  • Caller Identification Integration: Link 3CX with your CRM to display customer contact records before answering calls.
  • Cost Effective: Low cost entry point yet packed with features.
  • Advanced Call Queue Strategies: Efficiently manage incoming calls with various queue strategies, ensuring no customer calls are missed.
  • Agent Dashboard: Agents can monitor their status, active calls, and key call statistics.
  • Predictive Dialler: Automatically dials from a list of phone numbers. When it detects a connection, it passes the call to an available agent.
  • SLA (Service Level Agreement) Alerts: Ensure compliance with response time targets.
  • Live Chat & Messaging: Support WhatsApp, Live Chat, and SMS interactions within the same system.
  • Voice Apps: Create custom voice applications using 3CX CFD (Call Flow Designer).

3CX provides advanced contact centre features, making it a popular choice for businesses worldwide including Toyota, AirFrance, and BMW. Its flexibility, control, and cost-effectiveness set it apart from other solutions.

Why Cranberry?

We get it, choosing providers is hard and there’s lots of companies and providers offering so many solutions. At Cranberry we’ve been in the industry for over 20 years so we get how hard it can be. We think we have the perfect mix of value, experience and UK support to make sure your systems work as you need them too.

UK Support

Whilst our systems have industry leading uptime sometimes things can go wrong! That’s where we come into our own, by default we offer 1, 2, 4 & 8-hour response times depending on the severity of your issue. However, we also offer immediate support for any major incidents, where we have anaverage response time of 15 minutes.

Cranberry Customers

Cranberry has truly been an amazing IT management partner that I highly recommend to anyone seeking to streamline their IT operations and enhance their business's overall productivity. Their expertise and commitment to excellence have been instrumental in helping us achieve our goals, including obtaining our Cyber Essentials certification. Thank you, Cranberry, for your exceptional service and support!

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