Long queues, dropped calls and no idea how many customers you are losing.
Keep every customer you worked so hard to win
Your contact centre is where customers decide whether to stay. We design, build and run contact centres that answer quickly, resolve first time and show you exactly what is happening, so customers stay with you instead of trying someone else.
Queue rising: 3 agents moved to voice before anyone gave up
Trusted by teams where every conversation counts
Sound familiar?
What contact centre leaders told us before we started
In their own words, from teams we have worked with this year. Different sectors, the same problems: customers giving up, no visibility and systems that get in the way.
“Our team are telling us the phone system is actually an inhibitor, not an enabler to delivering good service.”
Customer experience lead, infrastructure group
“We don't know how many calls aren't being answered, what's being dropped, who's in queues and who isn't.”
Customer experience lead, infrastructure group
“Half of the calls abandon. It's a terrible experience, and it creates a doom loop of a resident trying to get hold of somebody.”
Contact centre lead, housing association
“They've got three systems open at the same time. The human in the middle is going to break at some point.”
Contact centre lead, housing association
“I just can't say January to March is our busiest time, because I just can't pull that data.”
Customer care manager, housebuilder
“If any of the phone system breaks, we haven't got a business.”
Head of IT, fintech
What changes?
One customer, one week, two very different contact centres
Channels that do not talk4 contacts, 5 days, 1 complaint
Monday: emails about a faultLands in a shared inbox. No reply for two days.
Wednesday: calls to chaseWaits 14 minutes, explains it all again.
Thursday: tries chatA different agent, no history, asked for the order number twice.
Friday: a complaintNow it is a complaint, and nobody can show what happened.
One joined up contact centre3 contacts, 2 days, resolved
Monday: emails about a faultTriaged in seconds, tagged as urgent and routed to the right team.
Monday: a call backThe agent sees the email, the order and the history. Fixed on the first call.
Tuesday: a chat updateSent automatically. Everything recorded in one place.
Illustrative example
Who feels the difference?
Built for everyone who touches a conversation
Contact you their wayVoice, email, chat, WhatsApp and social, with the same service on each.
Never repeat themselvesThe full history follows them from channel to channel.
A callback, not a queueWhen it is busy, they choose a time rather than holding.
Help at any hourAI handles routine questions out of hours, with a clear route to a person.
Where does AI fit?
AI takes the routine, your people take the moments that matter
Callers identified before a person picks upIdentity and the reason for contact captured, so agents start with the answer, not the questions.
Vulnerability spotted and routedSigns of difficulty flagged and passed to the right specialist, with notes attached.
Routine contact handled end to endOrder updates, bookings and simple changes resolved on any channel, day or night.
A person always one step awayClear rules for when AI hands over, and the customer never has to repeat themselves.
Live callInbound, 14:02AI agent
CallerI lost my job last month and I cannot make this payment.
Identity verifiedVoice match and date of birth0:18
Reason capturedPayment holiday request0:31
Vulnerability flaggedMentions a recent job lossPriority0:40
Passed to a specialistSummary and notes attached, nothing asked twice0:52
Logged to the audit trail. Illustrative example.
20%shorter calls at Bromcom
100%of calls quality checked at MBS
Client result30 daysto move Garden Court Chambers onto a new cloud platform, start to finish.
With cloud based comms there are fewer points of failure. Previously if we had an outage, we lost calls, which is a major problem for barristers.
Dan BunceIT Systems Project Manager, Garden Court Chambers
More client results
Shortencalls by 20%
Cutcost per contact by 30%
Reduceteam admin by 80%
Answer100% of calls
Why they chose us
“Thank you for all your help and support. You've made it a really easy process for us.”
Customer experience lead, infrastructure group
“We really like the fact that we've got a relationship with Fortay Connect, and they've been great in that regard.”
Customer support lead, education software company
“We need some CX specialist support... It's a housing association at the end of the day. It's not a CX company.”
Contact centre lead, housing association
Which platform?
A platform that fixes the problem, not one that just demos well
Too many teams are stuck with a system that was sold well but never solved anything. We compare the leading platforms against your real volumes, systems and rules, so you invest once, in the one that fits.
Know the true cost and the return, not just the price
Keep your CRM, case management and payments joined up
Meet what your regulator expects from the first day
Invest in a platform that keeps up as your customers change
Contact centre platforms
AI, automation and compliance
Plus CRM and payments
How does a project run?
A proven approach, shaped by more than 150 projects
01
Review
We measure how contact really flows today: volumes by channel, wait times, repeat contact and where customers drop out.
02
Choose
A costed shortlist of platforms that fit, with integrations tested and the risks spelt out.
03
Move
A phased move with old and new running side by side, so service never stops and customers feel the improvement from day one.
04
Improve
We stay on to tune routing, add AI where it earns its place and report against agreed targets.
What do people ask?
Common questions
Is this truly omnichannel?
Yes. Conversations move between channels with their history, so a customer who starts on chat and moves to a call never starts again.
Do we have to replace everything?
Not always. Sometimes the right answer is to join up and improve what you already have. We will tell you if that is the case.
Can we take payments securely?
Yes. PCI compliant tools let agents take payments without seeing or hearing card details.
Will it work with our CRM?
We have integrated with all major CRMs, and we tell you upfront where the technical challenges are.
Not sure where to start?
First steps that meet you where you are
Start here
The conversation scorecard
3 minutes, free
Ten questions on how customers reach you, what gets recorded and what you could evidence tomorrow.
Rather talk it through? Mark Taylor, founder, will give you 30 minutes, no sales pitch.Book a call or email us