No matter what particular challenges your business faces, we offer a full selection of options, giving you the flexibility to choose the services that match the specific needs of your business. We seek better answers than traditional service models, based on our belief that consulting should not need armies of people.

We have a wealth of experience in setting up and managing contact centres from small operations that consist of a few seats to complex environments, consisting of many sites virtually connected together into with thousands of agents. Our consultants have in-depth knowledge and experience, ranging from initial setup, to the deployment of basic to advanced technologies and applications, through to developing customised solutions.

We apply expert knowledge and proven methodologies to help minimise set up time. We can deliver a set of practical executable plans for simplifying your call centre, helping to reduce operating costs while freeing up resources for new business initiatives. We take advantage of innovative tools and automated analysis to avoid labour or time intensive consulting engagements to deliver rapid results.

Consulting from Kaptec can help you maximise the value of your investment and create an efficient, effective and scalable call centre environment.

Our Services

• Planning and designing of contact centres, from an individual standalone location to multiple locations, connecting them into a virtual contact centre environment.
• Improved processes
• Better use of your existing technology.
• Deployment of new technologies.
• Reviewing and assessing existing Contact Centre infrastructure and providing recommendations for improvement.
• Deployment of advanced applications that allow you to communicate with your clients in multiple different ways Improve the overall efficiencies within your contact centre.
• IP ACD (Automatic Call Distribution) Systems (full suite of Avaya products).
• IVRs (Interactive Voice Response Unit).
• Natural Speech Recognition.
• Various types of reporting mechanisms.
• Intelligent call routing between contact centres.
• CTI (Computer Telephony Integration) type applications and functions.