Contact Centre Phone Systems From Southern Communications
All of our telephone system platforms support ACD and Contact Centre Applications

Free & Best Advice on Contact Centres & ACD Working

If this is the first time you're deploying a contact centre, terms such as Agents, Supervisors, ACD and Skills-Based-Routing may possibly be new to you. Importantly, the way they operate is likely to be significantly different that how things work now.

As a potential contact centre customer, we discuss and explain ACD in simple plain English terms, and cover all aspects of setting up a contact centre with you, including some unique rules and philosophies of contact centre operation.

Moving to a contact centre set-up should be a progression, not a culture-shock. We make it our business to keep you informed and up-to-date with contact centres and phone systems technology.

Our product range covers all areas and forms of call centre telephony, and therefore we have nothing to hide and no "axe to grind" when it comes to recommending new contact centre systems and solutions. We make sure you get best advice, always.

After our initial meeting, you have a good basic understanding of what can (and can't) be achieved with the contact centre technology available. You will have an overview of the phone system market and will be ready to make informed decisions on what aspects you need for your next telephone system.

Your initial contact centre advisory meeting, consultancy, site surveys and reports / proposals are provided to you FREE OF CHARGE.

Get the best advice on call centres, the telecoms marketplace and telecoms technology.

Free Contact Centre System Consultancy and Design

We begin with taking a close look at your current set-up. We provide full site service audits to design the best telephone line structure for your contact centre, and free engineering surveys to ascertain how your new system will be connected.

With a detailed knowledge of your current arrangements and how your business needs to communicate, we can then decide whether to use ISDN or SIP, whether your contact centre phone system architecture will be VoIP or TDM, or perhaps even a combination.

All of our findings and recommendations are presented in a full written report, which includes costs for implementing the changes and very frequently, the ongoing cost savings you're likely to make. More often than not, older contact centres and phone systems operate with too many lines and are costly to maintain. Revised phone line structures combined with new contact centre systems often justify themselves with lower running costs.

The Splicecom Maximiser business phone system uses VoIP technology. Our design and consultancy service will help you determine whether VoIP is the right technology for your contact centre set-up.

Contact Centre System Evaluation

If you decide to shortlist us as a potential supplier of your contact centre phone system, it's likely that you'll want to see the system before you make your final decision.

Mobile Demonstration Kits
Make your decision and involve key team members without needing to arrange costly days out. We can visit your premises and demonstrate telephone systems to you. We simulate phone calls, call holding/transfer, voicemail and many other useful features that your business may not have thought about.

On Site Loan / Trials
We can leave a demo system at your premises to help you show the system to a larger number of staff.

Sometimes customers have in-house IT and integration expertise and like to "play" with the system to see what can be achieved.

We bring demo telephone systems to you and your business.

Local Reference Sites
We can arrange a reference site visit for you to view a contact centre system in action. You can talk to and ask questions of our customers directly. If you prefer, we can provide you with telephone numbers if you would like to simply call them and talk over the telephone.

Manufacturers Visits
NEC, Avaya and Splicecom all have on-site contact centre phone system demonstration suites, fully equipped to display any aspect of business telecoms. Let us know and we'll make all the arrangements for you to attend a contact centre system demonstration at any or all of them.

To book a demonstration, call us on 0845 634 4008 or email sales@southern-comms.co.uk

Call Centre System Installation and User Training

All of our call centre telephone systems are installed by our own fully trained and accredited telephone system engineers.

Step 1 - Planning / Programming Meeting
We begin the installation process by holding a detailed meeting with you to discuss and confirm the requirements of the new contact centre system.
A telephone system and call centre configuration is agreed upon, and dates/timings are set for the staff training and system swap-over.

Step 2 - Phone System Installation
Your new contact centre system is installed and tested. Our systems can be wall, floor or rack-mounted, the location of which would have been discussed during the sales process.

Step 3 - Staff Training
A number of temporary telephones will be installed in a meeting room or temporary training area which you designate. All of the phone users, call centre agents and supervisors will be fully trained, and we issue phone system training notes and phone manuals as required.

Step 4 - Phone System Swap-Over
We usually swap to your new contact centre system out of office hours, during the course of an evening or weekend. All crucial aspects of the system will be operational and tested before we leave site.

All of our phone system engineers have completed and passed the full training and accreditation courses provided by our manufacturers and hold the necessary certification to install, configure and maintain business telephone systems.

Step 5 - Hand-holding
We return to site on the day after contact centre phone system swap-over to ensure everything is well, make changes if requested, and complete any non-essential configuration or installation work.

System Support & Add-Ons for Call Centres

When your contact centre phone system installation is complete and operating to your satisfaction, your details are passed from the phone system installation team to our in-house support department.

We use remote diagnostics for a speedy response, and our field-based phone system support engineers are fully equipped. The phone system support team provides you with:

• System fault diagnosis and rectification.
  This is achieved by connecting to your call centre system with remote diagnostics and/or sending a field-based phone system engineer to your business premises. We keep telephone system equipment in stock and supply and installation of replacement phone system equipment is free for all of our maintenance customers.
  
  
• System Programming / Alterations
  Minor alterations to your telephone system can be carried out remotely, and these are provided free of charge. If you prefer to use your phone system's own in-house programming tool, we can provide you with support over the telephone while you make your own changes.
  
  
• Phone System Peripherals and Add-Ons
  Our post-sales department provide quotations for additional telephones and ancilliary items to be added to your phone system, as your contact centre expands and requires them.
  

Need a new phone system solution for your Contact Centre?
Get started with our easy phone system enquiry form.
Or simply call us on 0845 634 4008 or email sales@southern-comms.co.uk