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Customer Service

Customer Service

Can you always ensure the best call routing for your patients and medical colleagues?

When calls are directed and triaged in the most appropriate way, NHS Trusts can save a small fortune. Conversant Technology’s bespoke unified communications solutions helped save up to £4.7m for Cambridge and Peterborough NHS Foundation Trust last year, by making sure 111 and mental health calls got through to the right person. The Trust saw 25% fewer admissions to A+E, and a 19% reduction in overdoses.

In terms of your contact centre strategy, we can help you:

  • Complete contact centre management – for the highest level of call handling, call visibility, skills-based routing, user-friendly management planning and full analytics.
  • Guaranteed uptime and call quality, regardless of hybrid working patterns and multiple Trust sites, ensuring seamless connectivity.
  • Social media management – enabling you to contact your patient base via WhatsApp, SMS and more, according to their preference, across one single interface.
  • Full integration between your MS Teams platform, CRM, analytics and compliance requirements - with no loss or compromise to your performance or compliance. We can equally enable virtual consultations.
  • A fully supported, secure and future-proofed communications solution which evolves with your Trust’s requirements, and can even help with compliance.

Conversant Technology can host all your internal and external communications on one platform, harnessing the power of MS Teams while ensuring enhanced efficiency and productivity, continuity and above all keeping your staff and patients connected. As well as giving you a lot more mileage from your Microsoft 365 investment.

Our pricing is transparent, and will deliver provable value against your budget.

"This 111 mental health pathway has proved to effectively reduce mental health related A&E attendances and hospital admissions" - Dr Emma Tiffin, Mental Health Lead at CPFT.

Do your students respond to your communications?

As a student services manager within a college setting, you know how hard it can be to get a response from your student cohort, in the timeframe that you need it. Conversant Technology can make this much easier for you:

  • Complete contact centre management – for the highest level of call handling, call visibility, skills-based routing, user-friendly management planning and full analytics.
  • Guaranteed uptime and call quality, regardless of flexible working among staff, and students in multiple locations, to ensure the best chance of your message getting through.
  • Omni-channel social media management – enabling you to contact your student cohort via WhatsApp, Facebook Messenger, Twitter and more, according to their preference, across one single interface.
  • Full integration between your MS Teams platform, CRM, analytics and compliance requirements - leading to seamless communications with no loss or compromise to your performance or compliance, and full analytics available on tap. Our solutions can even integrate with a virtual classroom via Teams.
  • A fully supported, secure and future-proofed communications solution which evolves with your organisational requirements, and can even help with OFSTED compliance.

Conversant Technology can host all your internal and external communications on one platform, harnessing the power of MS Teams while ensuring enhanced efficiency and productivity, continuity and above all keeping your staff and students connected. As well as giving you a lot more mileage from your Microsoft 365 investment.

Our pricing is transparent, and will deliver provable value against your budget.

“Conversant connected 1,000 users across a fully integrated and future-proofed platform” – Colin Bevan, Head of Information and Learning Technologies, Neath Port Talbot Group of Colleges

Does your contact centre provide the quality of data, MI and analytics you need?

As a customer services manager within the financial sector, you know how important seamless communication with your customers is, for satisfaction and therefore retention and loyalty. With hybrid working becoming the norm, and many customer service agents working from home, this cannot always be guaranteed.

Conversant Technology can look after all the technical aspects of your customer service communications provision:

  • Complete contact centre management - for skills-based call routing, agent scheduling, queue and wait time management, key word flagging, call analysis and trouble-shooting - managed and operated from any location.
  • Guaranteed uptime and call quality, regardless of flexible working, to ensure the highest level of both customer satisfaction and staff flexibility without dropping a call.
  • MiFID-standard call recording for compliance - including transcription, stop-start recording, key word reporting and translation into almost 90 languages.
  • Full integration between your MS Teams platform, CRM, analytics and compliance requirements - leading to seamless communications with no loss or compromise to your performance.
  • A fully supported and future-proofed communications solution which evolves with your organisational requirements.

Conversant Technology can host all your internal and external communications on one platform, harnessing the power of MS Teams while ensuring enhanced efficiency and productivity, continuity and above all keeping your customers happy. As well as giving you a lot more mileage from your Microsoft 365 investment, with everything you need at your fingertips.

“Implementing the Conversant solution was vital to our continued success and growth” – Nick Dunford, Head of Workplace Technology, FNZ.

Does your contact centre provide the quality data, MI and analytics you need?

As a customer services manager within an SME, you know how important seamless communication with your customers is, for satisfaction and therefore retention and loyalty. With hybrid working becoming the norm, and many customer service agents working from home, this cannot always be guaranteed – especially by smaller organisations who may not have the resources to allocate to it.

Conversant Technology can look after all the technical aspects of your customer service communications provision, putting you on the same footing as the big boys:

  • Complete contact centre management - for skills-based call routing, agent scheduling, queue and wait time management, key word flagging, call analysis and trouble-shooting - managed and operated from any location while retaining a completely professional service.
  • Guaranteed uptime and call quality, regardless of flexible working, to ensure the highest level of both customer satisfaction and staff flexibility without dropping a call.
  • Full integration between your MS Teams platform, CRM, analytics and compliance requirements - leading to seamless communications with no loss or compromise to your performance.
  • MiFID-standard call recording for compliance if your business requires it - including transcription, stop-start recording, key word reporting and translation into almost 90 languages.
  • A fully supported and future-proofed communications solution which evolves with your organisational requirements.

Conversant Technology can host all your internal and external communications on one platform, harnessing the power of MS Teams while ensuring enhanced efficiency and productivity, continuity and above all keeping your customers happy. As well as giving you a lot more mileage from your Microsoft 365 investment, with everything you need at your fingertips.

“Conversant enabled us to punch above our weight, with an integrated telephony and call centre system that transformed our reporting capability” – Marc Jülicher, Technical Director, Business First Partnership