Contact Centre Products & Solutions

Contact Centre Solutions

While we have been designing, installing and supporting customer contact centre solutions for more than twenty years, our expertise goes far beyond the systems themselves. Every solution is designed to maximise contact centre effectiveness.

IP Phone & Unified Communication

Reliable, flexible, and scalable, Lake offers market leading choice, with best-of-breed options for the small office right up to the multinational enterprise. Lake offers freedom of deployment; on industry standard servers or in virtualised data centre environments on VMware.

Desktop Integration

A complete agent desktop solution designed and developed by Lake for multi-data sources. It encompasses automated data retrieval, database updating, embedded business rules and script consistency. Empower agents to deliver fast, accurate and simple transaction outcomes for an enhanced customer experience.

 

Cyber Security

Most organisations are inundated with too much data from too many sources to analyse. There is simply not enough manpower to keep up to speed with the increasing number of threats. Too many of these threats either fall through the cracks or action cannot be taken in time to prevent successful attacks.

Voice Analytics

A phonetic search engine that uncovers valuable speech and other information which might otherwise be lost. Information such as business opportunities, competitive intelligence, agent coaching needs, compliance breaches, and pointers to potential productivity improvements.

Outbound Diallers

Boost productivity with best-of-breed outbound predictive diallers. Our solution encompasses all modes of dialling; preview, timed preview, progressive and predictive. With our advanced dialling algorithms your agents will remain productive while dialling within industry guidelines.

IVR - Self Service

Enable low cost customer self service solutions. Typically a large percentage of incoming calls to your contact centre are to ask routine questions. Many of these questions can be serviced effectively without the need for agent involvement.

Multi-Media

Are you currently servicing emails, SMS and social media enquiries to your customer service centre with the same efficiency as calls to your contact centre? Lake solutions seamlessly blend multi-media channels into traditional call centres.

Voice Biometrics

Integrates advanced voice identity authentication with existing security and identity management infrastructure. It does away with time consuming Q&A routines which customers find irritating and is clearly preferred as more convenient than PINs, passwords and tokens.