Contact Centre

Customers are more demanding than ever and with an ever changing customer engagement strategy its critical to have the right contact centre solution in place. Added to this is the ever growing demand for adherence with compliance standards, introduction of new communications channels and the seamless integration with the business back office. With new technology and applications available to assist with these challenges Blackstar Solutions work closely with you to deliver the solution while ensuring that customer service levels remain high whether on premise, cloud or hybrid.

Multi Channel

Customers are becoming increasingly mobile, social and convergent in their use of technology and the Contact Centre must adapt to meet the demand for multiple media, instant response and back-office integration.

At Blackstar we provide Contact Centres that support all channels of customer interaction which includes web, email, social media and, of course, voice. Our solutions are designed as a single platform to support both agent and customer self service interactions.

Our Contact Center solutions offer both agents and supervisors powerful and consolidated capabilities, regardless of location. Features include Interactive Voice Response (IVR), intelligent routing, outbound, and media handling.

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Cloud (CCaaS)

Changes in Technology provide both benefits and challenges. It provides advances in customer management, but makes customer expectations, in terms of functionality and channels, hard to predict. Contact Centre-as-a-Service overcomes that unpredictability by giving you access to functionality that will allow you to deliver a superior customer experience via any channel.

At Blackstar our Cloud based Contact Centre solutions have everything you’re looking for. Whether you want to establish a new operation from scratch, or upgrade existing capabilities

in line with today’s complex multichannel landscape; whether you’re looking for a fully cloud-hosted service, or want to introduce the latest applications to your existing technology infrastructure.

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Social Media

Customers are beginning to demand more than ever and are increasingly looking to be served via their interaction choice at a time that suits them. Contacts Centre’s are required to provide the interaction framework for customers to allow flexibility and choice.

Social Media still represents a very low level of customer interactions but it does provide an environment for customers to make their experience public and therefore due to its far reaching nature Social Media is seen as one of the key interaction choices.
At Blackstar we work with technology that allows the implementation of a Social Media strategy within a framework to provide the analytics and metrics required to ensure a successful solution is adopted.

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Business Analytics

Customer service has always been an essential part of any organization, but with the progression of technology and the advent of social media, keeping a customer happy is more important than ever before.

Effective reporting and actionable management information is fundamental in enabling your Contact Centre to make informed business decisions that will help drive your business towards becoming an award-winning contact centre operation.

At Blackstar we work with technologies that provide the essential operational contact centre metrics that can be viewed both historically and in real time. Reporting suite flexibility means that you can create and schedule reports that can be automatically distributed.

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PCI Compliance

The PCI Data Security Standard (PCI DSS) overarching aim is that cardholder data must be protected and that authentication data should not be stored anywhere on the company’s systems. Unfortunately, many methods of PCI compliance detract from a focus on customer service because they interrupt workflows or leave a caller to navigate payment unassisted.

Our solution is based upon the award winning Semafone solution. Semafone’s software application allows contact centres to remain in voice communication throughout the payment process, even while the customer enters card details into their telephone keypad.

Semafone masks the DTMF digits entered by the caller so they cannot be heard by the call centre agent nor captured on the call recording system.

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Disaster Recovery

Business Continuity and Disaster planning are key for any Contact Centre as a major disruption to service from a wide range of causes can not only damage the customer service standards but also have a severe financial impact. Its imperative that a cost effective and reliable Disaster Recovery (DR) strategy is in place for your Contact Centre.

At Blackstar we work closely with our customers to identify the best use of the solutions they have deployed to optimise their DR strategy. Whether it’s using our inbound platform to deliver diversity of calls or utilising a hybrid deployment for their key services we have a range of solutions to fit your all business requirements.

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