Ultracomms and Aquarium Software formalise partnership to offer omni-channel customer management suite to contact centre customers

PRESS RELEASE: Ultracomms, Europe’s first cloud contact centre services provider, has today announced that it has formalised its long standing relationship with Aquarium Software Ltd to deliver a complete omni-channel solution that manages the entire workflow required for customer contact, as well as enabling more efficient use of internal resources.

Contact Centre CLUB

With Aquarium’s business logic and event management tools combined with the Ultracomms Contact Management Services (UCMS) platform, contact centres will now be able to create a comprehensive end-to-end view of their customer journey. This will help them automate repeatable processes to reduce cost, make better informed decisions, and react with more agility to customer requests in a way that fully supports compliance and audit trails.

Creation of automatic compliance audit trails and scheduled, highly granular reporting is also supported by the Ultracomms and Aquarium solution, making it simpler to trace and review previous interactions with customers and understand the full contact history.

Combining the features of cloud technology with an omni-channel platform enables customers to keep up with the latest digital and social media channels to better manage their customer experience. Said Justin Hamilton-Martin, “With technology trends moving so fast, it can be difficult for organisations to keep pace with new ways to manage their customer interactions. The integration of omni-channel functionality brings complete management of the customer journey easily within the control of the organisations we support. Using cloud technologies to bridge the gap for customers who may have infrastructure limitations could not be more important in today’s market.”

Andrew Sherwin, Aquarium Software’s Director of Operations, concludes: “Having worked closely with heavily regulated professional industries delivering customer facing solutions for almost a decade, we instinctively understand the importance of developing and managing the customer journey. By working closely with innovative solutions providers like Ultracomms we are able to radically improve business processes and communications channels in our chosen markets. We predict that the next two years may deliver the most significant changes yet in contact centre technologies, and we are excited to be at the forefront of these developments in partnership with with Ultracomms”.

The partnership is the result of collaboration between Ultracomms and Aquarium over the past few years, working with a number of common customers to fine-tune the integration between the two systems. With proven templates for both the insurance and financial services markets, the joint proposition can be deployed rapidly, enabling customers to see immediate benefits in their customer interactions and reporting.