Once you’ve decided what you need a call centre for, the next thing you need to consider is how you want to engage with your customers. Regardless of whether you primarily call existing and potential new customers yourself or are called by them (or both), the way in which your employees communicate with customers is of paramount importance.

In this context, it would be wrong to simply think of traditional telephone calls. Of course, optimum connections must also be available for landline calls, but in today’s world there are many other ways to communicate.

In addition to landline telephones, there are VoIP connections with devices or telephone software; mobile telephony is increasingly becoming the most important communication channel; and in future, new browser-based forms of communication will be available with technologies such as WebRTC.

All of this means that the contact centre must be optimised for the widest possible range of different communication channels. It must also offer opportunities for further development as new forms of communication emerge. Customers need to be able to get in touch with your staff from any device and via the channel that best suits their needs.

The complexity here is limited – after all, supporting service providers and companies in the planning and implementation of exemplary contact centre solutions is part of our everyday work – but it should not be neglected. There are no longer any one-size-fits-all solutions for this. We ensure that your contact centre supports all the necessary interfaces and is prepared for the integration of new channels via emerging technologies such as WebRTC. Whether landline, mobile or Internet – we take care of everything. If you want to be sure that you are always available and that your customers can contact your employees at any time, you need the help of experts. And we can help you with that. How? We’ll be happy to explain.