Go live was months ago, nobody has time for the new features and support means waiting on a ticket.
A platform that gets better every month, not older
Our own team stays with you after go live. We keep everything running, fix issues fast and keep improving: new features switched on, AI tuned and results reported against the targets you agreed, so customers keep noticing the difference.
Our own team, no outsourcingReported against your targets
Callbacks switched on: abandoned calls down by a quarter
Trusted by teams where every conversation counts
Sound familiar?
What leaders told us about life after go live
In their own words, from clients and prospects this year: features nobody has switched on, tickets left open and support that changes hands again and again.
“Every time I've gone to one of the... new features things, I've come away and been like... how come we're not using like workforce management.”
Contact centre lead, specialist insurer
“We've got tickets that have been outstanding for, you know, 7 8 months. We've got tickets open now.”
IT lead, contact centre team
“This is about me 9th or 10th account manager, she's not based in the UK... We've just sort of started again.”
Contact centre manager, housing association
“We were raising support tickets, and they were kind of bouncing them back a bit.”
Customer support lead, education software company
“If we could have, like bimonthly calls with you guys just to, even if we're just talking about like new features.”
Contact centre lead, specialist insurer, a Fortay Connect client
“I want real time stats, I want actual admin time, I want to be able to look at trends.”
Customer care manager, housebuilder
What changes?
One year after go live, two very different platforms
Support by ticketPaying for what nobody uses
Month 1: the project team moves onThe people who built it hand over to a queue.
Month 3: an issue becomes a ticketStill open weeks later, passed between teams.
Month 6: new features releasedNobody has time to look at them, so nothing changes.
Month 12: the old problems are backA platform that already feels out of date.
Run and improved with FortayBetter every quarter
Every month: health checks and reportingIssues spotted and fixed before customers notice them.
Every quarter: a roadmap reviewNew features and AI switched on where they earn their place.
Every day: our own experts on callNo outsourcing, and no tickets bounced between teams.
Illustrative example
What do you get?
Support that keeps improving, not just keeps the lights on
System health monitoringPerformance watched, so issues are fixed before customers feel them.
Updates handledReleases reviewed, tested and switched on safely.
Security kept currentAccess, recording and compliance settings checked regularly.
Changes done quicklyNew users, queues and call flows changed when you need them.
Where does AI fit?
AI that gets smarter every month, because someone looks after it
Virtual agent answers reviewedMissed questions spotted and new answers added every month.
Handover rates trackedWhen AI passes to people, and whether it should have.
New AI features assessedEach release checked for what it could do for your customers.
Governance kept currentControls reviewed as AI and regulation change.
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 resultFirstin the UK to be Zoom CX Support Certified, so your contact centre is supported by specialists.
We really like the fact that we've got a relationship with Fortay Connect, and they've been great in that regard.
Customer support leadEducation software company, Fortay Connect client
More client results
Shortencalls by 20%
Answer100% of calls
Reducefee earner admin by 80%
Cutcost per contact by 30%
Why they chose us
“It's just so easy to monitor it, like, each month.”
Team leader, Fortay Connect client
“I think we've come with a really excellent phone system and a solution, so really pleased, and thank you for all your help and support.”
Customer experience lead, infrastructure group
“We've never done it before, and we don't really have any down times. That's why I asked you to help us with it.”
IT lead, facilities management company
Which platforms?
Supported by experts on every platform we deliver
The same people who design and build your platform support it afterwards. They know your setup, the platform and what is coming next, so nothing is lost in a handover.
Our own team, no outsourcing
Accredited platform experts on call
Health checks before problems reach customers
Quarterly roadmap and value reviews
Contact centre and communications
AI, automation and compliance
Plus CRM and Microsoft 365
How does it work?
A rhythm that keeps you improving
01
Every day
Support from our own experts, with every issue tracked through to a fix.
02
Every month
Health checks, changes made and a clear service report.
03
Every quarter
A roadmap review, with new features and AI switched on where they earn their place.
04
Every year
A value review for your board: what improved, what it saved and what is next.
What do people ask?
Common questions
Do you outsource support?
No. Our own accredited team supports you directly, and knows your setup.
What does support cover?
Issues, changes, updates, training and regular reviews, across communications, contact centre and AI.
How do we know it is working?
Monthly reporting against the targets we agree, and a yearly value review for your board.
Will we get the new features?
Yes. Every quarter we review what is new and switch on what fits your customers.
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