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Superior experiences for customers – without complexity

Delivering an exceptional customer experience is the number one priority for most companies. With all our solutions, you can manage your customer interactions more effectively without managing the complexity of a traditional contact centre.

Contact Centre2021-11-09T20:12:29+00:00

Omnichannel services for customer loyalty

We have 25+ years’ experience in contact centre management. With customers ranging from local servicebased companies to some of the UK’s largest e-tailers, we provide solutions that work with any hosted phone system. Freeing you to focus on maximising sales and customer satisfaction. 

Customer Service may be your number 1 priority but it’s often sales productivity that pays the bills. Our solutions include a long list of outbound sales features to ensure you can drive revenue-based productivity too.

Creating your Customer Service strategic advantage

In today’s digital age, the definition of customer experience has changed. Expectations of what it should be are higher than they have ever been. Consumers expect to connect any time, on the channels they prefer. They also expect to receive instant answers through seamless digital interactions. And with all of our Contact Centre platforms, they can.

  • Infuse real-time insights into customer interactions by integrating CRM and sales applications. All of our solutions link to CRM systems such as Salesforce and Dynamics. 
  • Monitor the total view of the customer, not only the opportunities in your sales pipeline 
  • Cloud solutions that work with any hosted phone system

Delight your customers

Your customers desire a memorable experience – you want to give it to them. So, deliver one worthy of this hyper-connected generation. Interact through voice, email, web chat, text, chatbots and social media. Keep your door, and their options, open. Offering your audience every opportunity to engage with you, and no reason not to

  • IVRs, skills-based routing and customer self-service solutions for quickly giving your customers the right solution.   
  • Call recording, call whispering, live coaching and post-call surveys to ensure customers get the right quality of service.  
  • Real-time reporting and wall boards to give your employees the big picture – instantly and literally 

Transform your customer interactions

Your customers want to self-serve in a natural, conversational way. AI-powered Virtual Agents and Agent Assist make the contact centre experience more satisfying for your customers and more productive for your human agents

  • Virtual Agent – Customers have 24/7 access to human-like conversational service with no wait times.  
  • Agent Assist – Human agents can focus on more complex cases, close them faster and more consistently, leading to higher agent retention.  
  • Insights – Get deeper insights about business drivers so you can train human agents more efficiently on the topics that matter most. 

A contact centre platform for any phone system

Integration, interoperability and compatibility. You’ll find these three elements at the heart of your contact centre implementation. Giving your team and your customers seamless connectivity to market-leading solutions

  • Contact Centre as a Service platforms that integrate with Teams or any other phone system
  • Unlock access to Mitel, Horizon and Wildix for intuitive and optimum experiences.
  • Elastic solutions for scaling and matching seasonal trends and unexpected demand spikes

About Us

With over 25 years in the business telecoms industry and an unrivalled reputation of delivering excellent, personal customer service, Arrow is one of very few companies in the UK able to provide a full telecoms, IT and energy consultancy and service proposition.

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We’re here to deliver a seamless, stable, reliable experience that your organisation can’t live without. As a Microsoft Gold partner, with our own voice platform and 25 years’ experience in Telecoms and IT services we’re perfectly positioned to do just that.

FAQs

What’s needed for an omni-channel contact centre?2021-09-28T15:29:12+00:00

Alongside the hardware and networks, we’ll recommend you the right infrastructure to support your omni-channel strategy. In particular, around customer self-service. After all, offering something like a chatbot can be a game-changer – as long as it leads to a positive experience.

What happens if I have legacy contact centre solutions?2021-09-28T15:31:36+00:00

We regularly help customers successfully manage the switch from office to remote working. For example, installing softphone technology though your agent’s browsers. With nothing more than a headset and stable internet connection.

What do I need to consider if I want to migrate to a cloud contact centre?2021-09-28T15:32:13+00:00

We can help you decide which elements you need, and what sort of internet connection you’ll need. We can also recommend solutions for remote and hybrid contact centres – connecting workers, partners, or customers.

What do you offer around contact centre compliance?2021-09-28T15:32:48+00:00

We offer a range of contact centre voice, data and network solutions to support you with compliance and governance requirements. These range from PCI, GDPR, MiFID II, and other FCA rules and regulations.

Can I run contact centre services such as live chat and video?2021-09-28T15:34:44+00:00

Certainly. We can make sure these are part of your integrated platform, and easy to connect or upgrade.

What is a cloud contact centre?2021-10-16T16:27:21+00:00

This is an internet-based customer service tool, offering your customers multiple ways to contact your business. All inbound and outbound communications can be routed through your cloud contact centre, offering huge potential for making cost savings, improving productivity, and gathering insights

What is in a Mitel contact centre?2021-10-16T16:28:16+00:00

As a Platinum Mitel reseller, we can deliver bespoke contact centre solutions that give you voice, chat, video and contact centre in one integrated Mitel system.

 

What is omnichannel customer contact?2021-10-16T16:29:06+00:00

Omnichannel customer contact is a key part of our solutions. It gives your customers the opportunity to contact you however they want, whether phone, email, chat or another medium. In the modern always-connected world, omnichannel has become a crucial differentiator.

What is IVR?2021-10-16T16:29:49+00:00

Interactive Voice Response gives your callers a set of pre-recorded messages, with menu selection by keypad. It bypasses the need to speak to agents, and instead offers an automated phone system

What is a virtual agent?2021-10-16T16:30:29+00:00

A virtual agent is similar to IVR, using a mixture of pre-recorded answers and Natural Language Processing to support your users and customers by providing them with the necessary information.

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