Collab
AI-Powered Next-Generation Contact Contre

Customer satisfaction is critical to the success of every business, which represents a company’s core value and works culture. Customer services are the driving force for better performance and can significantly impact an organisation’s reputation. Contact Centres are the first point of contact for businesses where all customer interactions are managed. Therefore, it is essential that an efficient and effective call centre is maintained to ensure that all customers are heard and served. Call agents who enjoy their work and enthusiastically solve client’s problems greatly contribute to a company’s success. Collab, a Portugal-based company with a vision to innovate enterprise-grade contact centres through new architecture and business models, is helping businesses leverage the most out of Contact Centre solutions.

Collab, a multimedia Contact Centre solution provider, has a long-standing history of developing award-winning cloud-based and on-premise platforms. With experience for over a decade, the company’s product portfolio includes Nubitalk Cloud, OneContact CC, OneContact WFO and OneContact Gamification and Artificial Intelligence-powered modules.

Collab is an industry leader in developing 100% SIP-based solutions for large scale organisations. All the solutions are supported by Microsoft Azure, allowing enhanced flexibility and effortless deployment. Owing to its innovative solutions, Collab has clients across a diverse range of sectors such as telecommunications, banking, healthcare, Government, and Insurance. The company offers OneContact CC, a next-gen cloud-based contact centre solution that is powered by artificial intelligence. OneContact is a comprehensive solution that combines multiple communication channels such as voice, video, e-mail, webchats, and social media. It has API integrations with popular messaging platforms as well such as WhatsApp and Facebook Messenger. Businesses can increase audience engagement and maximise their outbound reach with this omni-channel and easily configure their inbound calls. Call agents can also check the client information before dialling, and the solution also performs automatic dialling and call distribution. OneContact also supports multimedia routing, where it combines multiple channels into a single one. It automatically queues and routes the calls to relevant agents based on the set of rules. The platform is accessible from all systems, owing to WebRTC technology. OneContact also enables businesses to adapt easily to remote working environments with its functionalities to monitor agent activities, analyse calls via a web browser or mobile application. Managers can supervise agents and teams in real-time and check their performance. Collab is a sought-after name in the contact centre management ecosystem, and several companies, such as SFR Business, have trusted it as their contact centre solution provider.

SFR Businesses is a French mobile communications company that has over twenty million customers in France. The company collaborated with Collab and developed its new contact centre solutions based on OneContact Collab Application Suite. Collab customised the platform according to French market scenarios. The company enabled SFR Businesses to reinforce their customer interaction services portfolio by adding a global omnichannel feature, which meets the requirements of businesses of all sizes, from SMBs to international accounts. Collab was able to serve as the right partner with a strategic vision and experience that allowed SFR Business to stand out in the telecom market. Collab was recently recognised as ISV Partner of the Year 2021 for Portugal for its excellent achievements and innovations from the Microsoft Global Partner ecosystem. The company has been delivering high-quality products worldwide, owing to its groundbreaking contact centre solutions, and one can expect it to dominate the global business ecosystem soon.