We utilise high performance, multi-channel, cloud-based contact centre platforms allowing easy scalability. This resilient infrastructure means you can rely on Cadence to deliver a consistent service to your customers with a 99.9% up time.
We provide customers with a consistent voice by unifying voice, email, SMS, live chat and social media solutions with seamless integration across all channels, thus maintaining clear brand identity.
Discover the benefits of utilising AI-powered chatbots for your business. A cost-effective solution, chatbots are available 24/7, can provide instant personalised interaction with your customers, and provide useful customer data insight.
As our IT infrastructure is cloud-based, it provides a fully secure environment to protect your data with full data encryption, consistent security updates, auto-patching, and state of the art firewalls.
We utilise robust security measures such as two-factor authentication for devices on-site and at home, deploy the latest Windows policies to maximise threat protection for our clients’ and internal data, and have full access control across our site
Engage. Incentivise. Analyse.
Gamification at work creates a fun environment for staff, motivating through competition in order to improve KPIs. We deploy gamification when onboarding new employees to make routine training a more engaging and rewarding experience.
In addition, real time insight into productivity can be gained.
We can offer state of the art Speech Analytics to optimise multiple aspects of your customer contact strategy:
Quality Assurance: Automated review of 100% of customer interactions to assess for regulatory script compliance. In addition, this allows the QA team to focus on targeted coaching.
Training and Development: Objective scoring of conversations for language and tone against set criteria, to improve advisor performance and consequently retention. Analytics can also assess for emotional well-being of agents, particularly important when working from home, to identify those who would benefit from additional support.
Customer Satisfaction: Analysis of customer words and tone to accurately predict satisfaction, with identification of key customer phrases to help understand the reasons for customer decisions.
Market research: Gain insights from customer comments related to a product, such as its uses or comparisons to competitors.
Improve Sales: Utilising an understanding of what sentiments lead to buying behaviours, for example finding the best points in a conversation to close a sale or cross-sell, and design scripts and workflows to take advantage of these moments.