Empower your business with Giganet contact centre

Flexible, omni-channel communications

Utilise the cloud for seamless communication between your customers, agents and executives, wherever you are.

Channels of communication overlap, blend and pivot in real-time and customer expectations have never been higher. Using voice, email, web chat and even social media, your contacts expect you to understand, and resolve issues quickly, regardless of their channel choices. Giganet’s contact centre solution will allow you to function efficiently in today’s globally competitive market.

Your contact centre requires superior, productivity-enhancing features, flexible omni-channel communications, seamless integration and cloud agility, amongst other things. Our platform gives you all that and more, and we’ll build a bespoke solution tailored to your business.

Contact centre
Improve agent productivity, reduce time-to-resolution, and increase satisfaction

Powerful contact centre features

Complete communications

Voice, email, web chat, SMS, social media and more. Our comprehensive solution provides a unique desktop environment for complete control and seamless communication.

Advanced skills routing

A powerful Automatic Contact Distribution (ACD) engine delivers to the right profile agent to maximise first-contact resolution and reduce handling time.

Powerful script environment

Basic, complex, or dynamically-linked scripts are presented to agents – sales pitches, compliance statements, objection-handling, or even calculation-tables. Flexible and powerful.

Queues & campaigns

Multi-channel queueing presents all media types in a single, easy to use interface. This increases agent productivity, customer satisfaction, and reduces time-to-resolution.

Analysis & reporting

A complete suite of pre-defined reports that aid decision making; and fully customisable. Call status, campaigns, agent reports, average wait times and much more

Supervisor controls

A superior suite of supervisor and monitoring tools. Listen, whisper and conference-in to dialogue. Configurable supervisor views of queues, outbound campaigns, IVRs and much more.

Business enhancing benefits

Omni channel contact

Happy agents and customers. Respond faster, and connect with customers in their preferred ways. All communication history is presented to agents in a single screen, regardless of channel.

Agile & flexible

Rapidly add channels, features, and functionality as required. Try and test new communication styles without risk, and at little cost.

Modular pricing

Simple. Per user, per feature, per month. Pay only for what you need, when you need it. Everything included, no surprises.

True cloud

Delivered from CAL, the high availability cloud to work wherever globally you want. No upgrades, no diminishing returns, just software – as a service.

Integrate

We go beyond out-of-the-box software, with clever integrations. Workforce management, compliant payments, quality monitoring and much more.

More communications

Add back-office telephony, unified communications, connectivity and more for completely seamless communications across your business or enterprise.

Integrations

Payment Processing
PCI-DSS compliant card payment processing. Simple, seamless and secure.

Workflow
Email/SMS/Letter/Voice supporting your campaigns. Complete end-to-end campaign management and optimisation, ensuring maximum ROI.

Workforce Management
Easily manage staff schedules, forecast, demand and budget with powerful workforce management software.

Knowledge Management
Capture, search, retrieve and share relevant and up-to-date information with teams and customers on demand in the Contact Centre or via customer self-service.

Quality Monitoring
Balanced scorecards, agent and client surveys maximise agent effectiveness with quality monitoring.

Contact centre