Call Handling
Wave Contact Centre

Wave Contact Centre

Transform your customer support, finance, or inside sales teams into a dynamic, responsive contact centre organization with the tools to make agents more productive, callers more satisfied and your business more successful. Wave Contact Centre is a seamless software solution that provides powerful contact centre functionality to your organization which can be configured as an adjunct 'CallCentre' solution to a traditional PBX or installed as a complete call centre telephone system.

Unlike other contact centre solutions that require programming or complex flowchart design, Wave Contact Centre lets you control all routing functions with a simple point-and-click, menu-based interface. You can quickly create custom routing paths that enhance the caller experience and maximize your agent skill sets. For example, you can give important callers higher priority in the queue, and redirect calls or route them to overflow agents during high-volume periods to maintain top-quality customer service and agent utilization.

To discuss an application call 01932 710710, or Request a Brochure, or complete the Enquiry Form.

Wave Contact Centre Features:

  • Quick Queue Control - Easily and quickly manage all aspects of contact centre queues through Wave Contact Centre’s unified interface.
  • Full Contact Centre Functionality - Wave Contact Centre gives organizations of any size the tools you need to enhance your call centre’s performance.
  • Simplify contact centre administration – Easily manage and create queues from a single unified interface, giving you powerful business insight into all aspects or your contact centre queues.
  • Wave Contact Centre Queue Monitor - Supervisors and agents can monitor queue performance and agent productivity at-a-glance with real-time statistics including number of calls waiting in queue, available agents, number of calls sent to voice mail or abandoned, and average and longest hold times.
  • Improve agent productivity and customer service – Route customer calls to the right agent at the right time. Use powerful skills-based routing to direct callers to the available agent who is most skilled to address their needs.
  • Mobile Contact Centre Agents - The power of Wave Contact Centre is now fully mobile at no additional cost! Extend the same call centre features and functionality your inside agents use to your mobile employees with Wave ViewPoint Mobile. Because ViewPoint Mobile is fully integrated with your premise based Wave IP system, agents can receive queue calls through Wave Contact Centre on their mobile smartphone or other mobile devices.
  • Enhance the 'on-hold' experience – Give callers a choice and free up valuable phone lines by allowing them to press a single key to stop holding and leave a voice message with a call-back number, or transfer to an operator, auto attendant or different queue.
  • Improve operational performance – Increase your contact centre performance and profitability by analysing data on the fly and making adjustments to better leverage personnel and resources.
  • Coach agents to improve skills – Supervisors can discreetly oversee agents (with or without the agent’s knowledge) to provide guidance and training in real-time.
  • Measure effectiveness of marketing campaigns – Identify incoming calls generated by advertising campaigns from an assigned PIN.

To discuss an application call 01932 710710, or Request a Brochure.