Delivering value to your customers

We engage with you to understand your current business challenges, allowing us to design and build your customer contact roadmap and call centre management. Our customer experience transformation framework has helped many organisations by using the following approach:

Step 1: Discovery - We engage with you to understand your customers' contact needs and their pain points along their customer journey.

Step 2: Assessment and planning - Through a consultative approach, we agree the priorities, measures and attributes for customer success.

Step 3: Migration - We implement and integrate value based services and solutions that meet your business objectives.

Step 4: Optimisation - Using analytical tools we measure customer and employee engagement and monitor changes, allowing you to continously improve your customer contact strategy.

Our key propositions: 

  • Cloud Contact Centre enables flexibility, scalability and innovation to improve the customer experience whilst reducing costs
  • Digital engagement solutions automate customer contact and increase operational efficiency, enabling a seamless experience with your agents and subject matter experts
  • Integration services - our expert teams are experienced in advanced technologies such as natural language understanding, CRM integration and interaction analytics, which reduces customer engagement complexity

KCOM provides contact centre services to the UK public sector under the following Crown Commercial Service Frameworks:

  • Network Services 2 (RM3808): Contact Centre Services (lot 13)
  • Contact Centre Services (RM3815): Specialist Contact Centre Consultancy Service (lot 1)
  • G-Cloud 11: Cloud Software (lot 2)

Related content

Future of customer contact

With the emergence of channels that need no human intermediary, are agents in danger of being automated out of existence?

Omnichannel contact

Getting omnichannel right is a top priority. Customers have grown more demanding and they’ve never had more choice. If you can’t provide the support they need, then they can always go somewhere else.

Personalising contact

Automation can erect a barrier between a company and its customers. Have the safeguards in place to ensure this doesn’t happen.

Related products

SmartComms UC

Our powerful, easy-to-use, cloud-based phone system drives better customer experiences and makes sure you never miss another call.

Public cloud contact centre

KCOM Public Cloud Contact Centre, based on Amazon Connect, is a contact centre platform that can suit any size of organisation.