- Customer-service leaders
- Sales and tele-sales operations
- Support and service desks
- Public-service and helpline operators
Catalogue › Business Communications & Contact Centre › Contact Centre & Customer Interaction Services
Business Communications & Contact Centre
Contact Centre & Customer Interaction Services
Managed contact-centre service for inbound and outbound customer interaction across support, sales and service-desk operations: call-flow and queue design, agent configuration, skills-based routing, reporting, escalation rules and operating procedures. Distinct from APP-13 (messaging channels) and APP-02 (CRM records), both of which it cross-references.
- Faster, more consistent customer response
- Measured and reportable service levels
- Scalable agent operations
- Clear escalation and handling procedures
- Inbound and outbound interaction handling
- Call-flow and IVR design
- Queue and skills-based routing setup
- Agent configuration and profiles
- Reporting, dashboards and service-level tracking
- Escalation and exception rules
- Documented operating procedures
- Interaction design and queue plan
- Configured contact-centre platform
- Routing and IVR configuration
- Agent setup and training
- Reporting and service-level dashboards
- Go-live and support-transition package
- Omnichannel (voice plus APP-13 messaging)
- CRM integration (APP-02)
- Workforce and quality management
- AI assist and deflection (DAI-05)
- Outbound campaign management
- Agents and concurrency
- Channels in scope
- Routing and IVR complexity
- Integrations
- Reporting and quality management
- Support level
Content on this page comes from the governed ARRIX catalogue record COM-02; pricing is confirmed only through a reviewed quotation.