Smarter Working
Smarter working can mean many things. It can be about seamless work anywhere, or about tools that deliver AI and automation, to increase workplace efficiency and drive customer engagement. The workplace is rapidly evolving, and, as well as developing our own tools, we work closely with our partners, keeping across technology development, so we can advise on and implement practical solutions that work for our clients.
Ready to deploy AI solutions for communication and collaboration
AI is already transforming workplaces. With the UK government urging organisations to embed Artificial Intelligence as a cornerstone of modern service delivery, it’s time to turn strategy into real-world progress. SCC partners directly with teams to scope real opportunities for AI & automation, help you understand what’s possible, and guide adoption so staff feel confident using new tools. We work alongside you to plan, build, and deliver practical AI use cases, making sure everyone benefits. Our approach is hands-on and collaborative, keeping your goals and your people at the centre of every step. We are delivering the following solutions for clients today.
Our team can support clients with the following AI and automation use cases and more.
Smart Call Deflection with AI
Drive routine queries to WhatsApp or callback channels, reducing agent workload.
Urgency Detection for Prioritised Response
Automatically spot high-priority contacts to ensure critical issues get fast attention.
AI-Driven Automation for Everyday Transactions
Resolve common tasks autonomously and free agents for complex issues.
Virtual Agents with Intent Recognition
Route and prioritise calls in real-time, ensuring enquiries reach the right team efficiently.
Instant Ticket Creation
Enable seamless ticketing for every contact to enhance case tracking and resolution.
24/7 Autonomous Customer Assistance
Deliver round-the-clock AI-powered support for information requests, empowering your customers.
Automated Tooling and Analytics for Collaboration Management
Streamline Teams Phone Set up and Management
Improving employee on and off boarding and reducing pressure on IT Support, Crest is an automated solution to deploy, manage, review and improve Teams Phone and is available for all organisations using Teams Phone, regardless of their telephony provider. Crest can be installed in less than 30 minutes and transforms the management of Teams
Intelligent Remote AV Monitoring 24/7
Todays workplace technology, meeting, briefing, collaboration, video conferencing and presentation facilities, are all key operational assets. These facilities need to be ready to work when users need them and when they don’t it can have a major impact on business operations. Vantage provides organisations with advanced and intelligent remote monitoring of business-critical workplace technology, helping to provide the reassurance that vital AV and communication assets are pro-actively monitored and are ready when called upon.
CX Analytics
CX Analytics provides real-time and historic call insights, embedded within Cisco Webex or Microsoft teams to help organisations enhance service quality and conversion rates Knowing your KPIs enables you to:
- Gain valuable insights and real-time visibility into your call queue operations.
- Deliver excellent customer experiences, fostering customer loyalty and trust
- Keep track of your team to balance workloads and increase productivity
- Boost revenue opportunities by capturing missed business opportunities
The solution drives informed decision making with real-time and historic call insights, delivering in-depth visibility of customer engagement & agent performance.
- Real-Time Monitoring & Reporting
- Advanced Call Analytics
- Compliance & Privacy
In addition team performance is enhanced through the ability to Identify call volume spikes and adjust staffing levels proactively to balance workloads, supporting agent well being, and maintain service quality.
“We’ve already noticed a significant improvement… [the CX analytics].. solution has greatly enhanced our ability to visualize statistics, making it much easier to comprehend data at a glance. We’re genuinely pleased with the results so far and excited about the product’s future potential.”
Raj Tarafder, Lead Frontline ICT Specialist at Northwest London NHS
Converged Communications Support for Microsoft Teams
SCC’s Converged Communications Support for Microsoft Teams is a fully managed service that helps organisations maximise their Teams investment. SCC offers a flexible, engineer-led managed service offering a single point of support for the entire unified communications ecosystem: Teams Phone, Contact Centre, Meetings & Spaces.
SCC has the capability to handle “every part of the Microsoft Teams ecosystem providing as much or as little assistance as you need, and resolve most tickets in-house as well as offering low-code automation, analytics and integrations. If your organisation uses Teams and wants to shift from reactive helpdesk to proactive communications management, our managed service is the way forward.
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