The Ultimate Chat Toolkit to Maximise Your Contact Centre Efficiency

A simple chat box isn’t enough to compete in the contact centres of 2020. The fact is, like any good contact centre system, the effectiveness of a chat solution is often determined by how it works with your existing systems and the functionality it can offer agents to allow them to do their jobs to the highest standard.

Here are five features of the Talkative solution which are designed to maximise your contact centre efficiency, and support your team members to help them vastly improve the service they can provide to your customers.

1. Mitel Contact Centre Integration

The purpose of chat is to make customer service faster and more efficient- that’s why it was invented and its ability to achieve that is why it has become such a popular contact channel. But chat is only one channel out of a whole contact centre system, and for it to work effectively it has to be well integrated and have expertly design functionality which allows agents and supervisors to manage their workflows seamlessly. It’s no good having chat interactions coming through if they are separated from your Mitel Contact Centre for your phone calls and emails.

With Talkative’s integrated chat piece, agents have the ability to swap from calls to chats to emails through a single pane of glass. In addition to that, customer service teams are also making use of more advanced features and functionality to elevate their customer experience and improve their overall efficiency. Chat interactions can be escalated to a voice, video or cobrowse session at the click of a button, securely, and all escalations are logged and recorded in the same place.

2. Customer journey mapping

A great feature to work alongside your chat solution is customer journey mapping. This gives agents an overview of the customer’s website journey during their current session, and the agents can see which pages on your website they have visited and how long they have spent on them. This helps to contextualise your customer services, sales, and general enquiries, and allows your agents to offer more tailored and helpful advice.

Agents can see what web pages the customer has visited during historic sessions too. If the customer is a returning visitor, their previous journeys are stored on the system and can be retrieved quickly and easily.

Customer journey mapping is also great for digital marketing teams, too. Talkative’s solution can be integrated with Google Analytics, and chat interactions can be set up as events. By correlating the customer journey maps with chat events and type of enquiry (which can all be found within the system) you can determine which pages are generating the most chats, highlighting pages which may be confusing to customers. On the other hand, this could also highlight your most effective landing pages for conversions and lead generation.

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3. Real-Time Language translation

One of the key benefits of having live chat as a customer contact channel is its accessibility. Live chat enables instant response and support for customers regardless of their geographic location, completely free of charge. Often, companies can support a 24/7 live chat on their website, through outsourced fulfilment or with their own contact centre shifts.

Of course, many customers may not speak English confidently or as a first language, but their needs as a customer must be met regardless. In the past, customer service teams would hire specialised agents with the ability to speak multiple languages. This is where real-time language translation comes in.

Talkative’s live chat solution offers translation into 21 languages in real-time by leveraging Google Translate. This allows both the customer and the agent to type in their native languages and have a fluid, frictionless conversation without the need for additional 3rd party tools or specialised team members.

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4. Supervisor dashboards

A strong dashboard with key metrics and analytics is vital to understand the effectiveness of your contact centre. With Talkative Engage platform, supervisors are able to see and manage agent workflow from a centralised dashboard. This allows supervisors to view their agent’s activity and queues in real-time, to gain a better understanding of their team’s efficiencies. If Talkative has been integrated with Mitel Ignite, it can also give insight into the teams performance across different channels, such as chat, calls and email.

Account holders and supervisors can view current users, if they are online or not, how long they have been online or offline for, and how many interactions they are dealing with at that moment. They can see the interactions that are active, waiting or recently ended in real time, so they can monitor how agents are doing.

They have data which shows the amounts of interactions, which is split per user, so you can see how many interactions the user has handled in that date, and their feedback rate, it also shows an overall count of interactions, and if they were abandoned, waiting or handled, as well as the feedback rate. For example, which agents have the most positive or negative feedback, which is good to understand for agent training ongoing development.

5. Complete call and chat logs

Managing your interactions is all well and good, but having a complete log of all chats and calls within the system is essential if you want to be compliant. When looking for a chat solution, it’s important to consider how your interactions will be stored, and for how long. With Talkative, chats are stored within the system for 30 days, or longer if you need, and are exportable.

Another benefit of having interactions logs within the system is that agents have access to previous records, fast. When handling a complaint, for example, this means that the agent can easily see the history of the customers’ interactions, which makes it easier for agents to contextualise their complaint and offer a more helpful service.

To find out more about Talkative and how their solutions can benefit your Mitel Contact Centre, speak to your account manager today.


This article was first published by Talkative.


Webinar: Mitel Contact Centre Technology Update


Making Digital Customer Communications a Reality!

Register to watch our free Contact Centre Technology webinar and learn how you can develop your Mitel Contact Centre Platform to deliver a connected digital customer experience, using integration, automation as well as social, web and real-time customer service tools.

In this 1 hour session a team of product experts and consultants from Mitel, 4Sight and Talktative explores the latest Contact Centre technology, together with an update on the recent MiContact Centre Version 9 software releases including:

Omnichannel Enhancement
Web Ignite Enhancements
REST API Toolkit
Open Media
High Availability
Read/Write Capability with leading CRM systems

As an additional highlight: Felix Winstone from Talkative, a Mitel Development Partner, demonstrates how you can enhance your Contact Centre with real-time WebRTC tools as a new communications channel.

Interested in transforming your customer experience from dated to digital?

For more information about our Contact Centre solutions click here. To speak to one of our Communications Specialists call us on (0)20 3668 0444 or email


What’s new in Mitel’s Unified Communications portfolio?


New updates now available for every major Mitel Unified Communications platform

Mitel has announced updates to its flagship Unified Communications solutions to provide organisations more advanced voice, collaboration and contact centre capabilities for enhancing productivity and delivering better customer service.

These latest releases reflect Mitel’s commitment to providing tailored communications and collaboration solutions that drive customers’ digital transformation. Designed to increase speed to innovation, Mitel’s product roadmap also delivers high levels of security and enables businesses to leverage emerging technologies like IoT and AI to solve today’s problems and prepare for tomorrow’s challenges.

The newly expanded capabilities include the following:

MiCollabmultiple customer interface enhancements that make it even easier for employees to talk, meet and share information using Mitel’s leading collaboration offering, a single solution that brings communications and collaboration tools together to simplify the way people work.

MiVoice Businessthe addition of a next-generation containerization software architecture to drive speed to market for applications and business efficiency software upgrades for one of the industry’s most advanced mid-market communications solutions.

MiContact Center Business and MiContact Center Enterprise expanded omnichannel capabilities for MiVoice 400, MX-ONE and MiVoice 5000 that enable businesses to leverage web, chat, voice and social media interactions to provide a seamless customer experience. 

Mitel SIP-DECT   – 4th-generation SIP-DECT technology that brings a new portfolio of base stations and feature enhancements to the full line of Mitel cordless IP and SIP devices, solving companies’ vertical-specific mobile communications requirements. 


Mitel launches MiCloud Engage Contact Centre

Mitel is is giving businesses more ways to provide intelligent customer experiences through the introduction of MiCloud Engage Contact Centre – an over-the-top CCaaS solution.

We are pleased to announce that Mitel has launched a new contact-centre-as-a-service platform – MiCloud Engage. Designed to enable exceptional customer experiences anywhere anytime – MiCloud Engage is the highly secure, true multi-tenant, and instantly scalable multi-channel CCaaS platform.

Described as entirely over-the-top with no software or equipment to deploy, MiCloud Engage is available as a stand-alone offering. It works with any call control platform and integrates with a wide range of third-party CRM applications. The solution powers omnichannel communications enabling businesses to deliver a seamless experience across all touchpoints including voice, web chat, SMS and email channels, and social media. MiCloud Engage combines innovative technologies with deep analytics and real-time reporting, allowing users to make data-powered decisions across every part of their business. The solution also supports remote workers, including a fully-virtualised workforce, and is easy to administer. Rapid scalability gives seasonal businesses the option of scaling up or down simply and quickly to accommodate demand.


5 Contact Centre Trends You Need To Know

Changes in customer behaviour and emerging technologies are reshaping the customer experience. Are you keeping up?

The face of the contact centre has changed dramatically over the past few years and continues to change at an exciting and rapid pace. This is the result of new technologies, ever-changing customer behaviours and a fundamental shift from focusing on traditional customer satisfaction measures to creating a customer experience.

How do you keep pace with your customers while creating quality customer experiences? With contact centre technology. 

The following five contact centre trends — which span emerging technologies, changing customer behaviours and customer experiences — are must-knows to help you stay competitive.

  1. Contact centres are shifting from cost centres to revenue generators.

Contact centres have historically been treated as cost centres. The company’s profit margins financed the contact centre—which might have only indirectly contributed to profits.

However, as contact centre concept has evolved and matured, we’ve realized that contact centres are more responsible for generating revenue than we ever knew. For example, an inbound customer support team does not directly drive company profits. But if that team delivers poor customer service experiences, the resulting negative social media and bad press could lead to a significant decline in sales.

To realize their contact centre as a revenue generator as opposed to a cost centre, businesses must ensure their operations are cost effective—that queues and trunks are well-occupied, that they have the right number of agents answering calls and that calls are being handled efficiently. Businesses also need to verify the performance of their telecom systems, who agents are speaking with and whether money is being well spent. With the right contact centre tools, businesses can do just that.

Accurate forecasting, scheduling and reporting tools ensure resources are effectively deployed at all times. Real-time alarms inform supervisors of performance issues and inefficiencies so they can act immediately to maintain service levels and control costs. With the right reporting metrics, contact centre supervisors can easily compare Key Performance Indicators (KPIs) like average handle time, service level or cost per call. Then, they can analyse these KPIs in the context of new sales, customer retention and customer satisfaction. These measures can prove how a contact centre can be a profit centre.

  1. A new generation of customers is changing the way enterprises do business.

Generation Y-ers, also known as the Millennials, were the first to grow up with computers in their homes, and they are by far the most tech-savvy generation yet. Within the next 10 years, Millennials will represent the majority of the workforce.

This generation is success-driven, goal-oriented, determined, confident and highly technology dependent. These are all exciting qualities, but they also make this generation highly demanding as consumers. They expect quality service, they expect it now, and they like things short and sweet because they’re excellent at multitasking.

This has led to a fundamental shift in the way enterprises do business—rather than nurturing long-term brand loyalty, they need to be able to serve the desire for instant gratification.

So, how can businesses better serve Millennials?

  • Provide robust information. Millennials are not afraid to do their research, and they know where to find the answers they need. As a result, information needs to be readily available to them, easy to find and highly educational or entertaining.
  • Be available. Millennials are online day and night, and in this 24/7 world, they expect businesses to be the same. They want to be able to access your business when they want to—and through the channel of their choosing.
  • Be social. Millennials are not afraid to share the things they like (or dislike). They live on social media, and will reach you through social media platforms. Be present and be part of their conversations.
  1. Contact centres are updating and enhancing outbound technology and resources for maximum productivity.

The contact centre industry has always been focused on handling incoming calls and contacts. And historically, contact centre solutions were designed to channel, monitor and improve the performance of agents as they dealt with increasing inbound volumes.

With the growth of contact centres has come the rise of the outbound contact centre. Previously, inbound and outbound contact centres served two unique customer bases. Inbound contact centres managed incoming sales and support inquiries, whereas outbound contact centres were typically limited to collections and telemarketing. However, as contact centre solutions became more robust and feature-rich, businesses saw the value of the blended contact centre.

In the blended contact centre, agents can both make and receive calls and multimedia contacts by combining Automatic Call Distribution (ACD) for incoming calls with predictive dialling for outbound calls. This optimizes agent productivity by ensuring that agents do not sit idle between calls. Increasingly, inbound agents are being used to notify customers of changes to their accounts, payments due or appointment reminders. Customers can choose to receive these notifications by voice telephone calls, SMS text or email, which results in a reduction of inbound call volume, a boost in customer satisfaction, and ultimately, lower operating costs.

  1. Businesses are benefiting from the efficiencies of unified call centre software suites.

In the past, contact centre solution providers have focused on one core solution—whether it was ACD, outbound dialling, multimedia handling or workforce management and optimization.

However, over time, the demand for unified suites has grown, and software vendors have responded to that demand. This optimizes efficiencies at all levels, from the contact centre agent to the IT administrator.

With a suite, agents can take advantage of a unified desktop experience for all key contact centre applications. Supervisors benefit from a unified reporting interface for all mediums and contact centre tools, from agent KPIs, to outbound campaigns, to IVR call flow use, to inbound and outbound multimedia contacts. With a unified suite of contact centre solutions, businesses use one vendor instead of many and can lower their total cost of ownership (TCO) while maximizing their return on investment.

  1. Businesses are adopting cloud-based contact centres to lower TCO and increase ROI.

A 2012 survey revealed that 34 percent of businesses were using cloud-based contact centre software.* This number is on the rise, with an additional 28 percent indicating they had plans to deploy a cloud-based contact centre solution. This means that by the end of 2013, six out of 10 contact centres will be based in the cloud. Because of their lower upfront costs and easy scalability, cloud based contact centres are ideally suited for “pop-up” or seasonal contact centres—for example, a contact centre that is designed to handle inquiries during tax season.

Cloud-based contact centres have seen dramatic growth in recent years because they are flexible, affordable, dynamic and efficient. With a cloud-based contact centre, businesses gain the flexibility to quickly deploy key contact centre applications and provision adds, changes and removals to key devices programmed on the system, often without ever having to have an IT administrator or installer on site. Cloud contact centre applications are also highly affordable, because a large capital investment is not required for initial IT and telecom infrastructure. This lowers the TCO of a contact centre solution and ultimately provides a much more rapid return on investment ROI.

Cloud-based contact centres are also dynamic—giving users the ability to quickly scale up or down in size to tailor to their ever-changing business needs. Finally, cloud contact centres are highly efficient, as businesses only pay for the services they use. This is another key factor in lowering TCO and maximizing ROI.

But a 100-percent cloud-based contact centre isn’t always the best option for businesses. You need to consider:

  • How much money will actually be saved with a cloud-based solution
  • How complicated your hardware and software infrastructure is
  • Legal issues related to software licensing
  • Your organization’s comfort level with storing secure data in the cloud

Depending on these considerations, you may decide that an on-premises or hybrid solution is the best fit for your business.

For many of today’s businesses, a move to the cloud is just a matter of time. Choosing a phased approach with an early focus on your phone system is a smart choice, and tapping the expertise of a cloud phone service provider can make it an even smarter one.

Follow the Trends to Success

These are just a few of the most popular trends in customer experience and contact centre operations right now, but by leveraging even a few of the trends highlighted in this paper, your business can: minimize operating costs and increase revenues; simplify contact centre administration, configuration and management; and drive enhanced, quality customer experiences.

The business world is aggressive and rapidly changing and customers are constantly expecting more. What are you going to do to keep your customers happy, you’re your competition and grow your business?


The Role of Machine-to-People Interactions in Transforming Customer Experience

New research from Mitel uncovers that a vast majority of IT decision-makers see machine-to-people interactions as critical step in delivering exceptional customer service.

80% of UK IT decision makers think machine-to-people interactions will have a positive impact on customer experience. More than 75% have a projected timeline to allow machines to interact with their customers  in two years or less. A further 40% believe improving customer experience will increase their revenue.

Customer experience is an active, strategic discussion across industries as organisations look to leverage new technologies associated with the Internet of Things, Artificial Intelligence, and machine learning,” said Gary Gould, Marketing Director UKI, Mitel.

Giving machines a voice in machine-to-people interactions can be a powerful differentiator as the relationship between businesses and consumers shifts from transactional to more experiential, and customer experience becomes just as important as the product or service a company provides.”

Yet companies in the UK are behind other nations in embracing technology to provide exceptional customer service. 56% of UK respondents reported having made over 50% progress in improving customer experience as part of their digital transformation initiatives. Business and IT misalignment were identified as main obstacle to using digital transformation to advance customer experience. Legacy infrastructure and systems were named as the second most common barrier demonstrating the need to modernise existing infrastructure.

Every day, new types of digital communication are being launched – from social networks to bots to augmented reality – and consumers are adopting them in their daily lives. The days when a great customer experience was based solely on face-to-face or voice-to-voice interactions are long gone,” said Kate Jalie, Partner, Opinium Research. “Now, exceptional customer service is multi-channel, bringing together voice, video, mobile and online in a seamless and highly personalised experience. Businesses that successfully implement new technologies for transforming the customer experience today, will be tomorrow’s winners.

You can download the full report here. 

Interested in transforming your customer experience from dated to digital?

For more information about our Mitel Contact Centre solutions click here. To speak to one of our Communications Specialists call us on (0)20 3668 0444 or email


Ebook: Customer Experience for Dummies

Find out how to give your customers a truly personalised experience

The way people communicate with each other has evolved, but what about the way that your business communicates with your customers?

To survive and profit, today’s businesses need to focus on their customers. Businesses need to know and understand the customers they serve, address the methods of communication their customers prefer to use, and evaluate their businesses based on the quality of customer experience they deliver.

Download Customer Experience for Dummies for FREE to begin your customer experience transformation.

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    Interested in transforming your customer experience from dated to digital?

    4Sight Communications has the latest technology available for delivering an exceptional digital customer experience.Call us today (0)20 3668 0444 or email


    Webinar: The New Mobile Consumer is Here – Are you Prepared?

    The Mobile Consumer is a Reality

    Is Your Business Prepared?

    Today’s mobile consumer is vastly different than the consumer of the ‘70s, ‘80s, ‘90s or even 2000s. Your average customer today is

    • Informed – 90% will always check a website before emailing or calling a company (Synthetic)
    • Connected – Over 2 billion people have active social media accounts (
    • Mobile – Over 3.6 billion are mobile users and are wanting to use their smart devices to interact with your business (

    This presents both opportunities and challenges for your business. Satisfying customer experiences build loyalty and can turn your customers into word-of-mouth marketers. On the flip side, it takes seconds for a negative interaction to go viral. When customer engagement can make or break you, it’s more important than ever to adapt quickly and foster intimate customer relationships.

    Register to watch this on-demand webinar and learn:

    • How to adapt your existing customer engagement strategies for the mobile consumer
    • Best practices to incorporate into your business so as to differentiate from your competition
    • Examples from other companies that adapted to the new customer demands and as a result, grew its business and customer


    Webinar: The New Mobile Consumer is Here - Are you Prepared?

    Rebecca Wormleighton
    Director of Product Marketing

    Webinar: The New Mobile Consumer is Here - Are you Prepared?

    Bart Miller
    CEO and Founder

    Webinar: The New Mobile Consumer is Here - Are you Prepared?

    Erik K. Linask
    Group Editorial Director

    Register to Watch Webinar

      Interested in transforming your customer experience from dated to digital?

      For more information about our Contact Centre solutions click here. To speak to one of our Communications Specialists call us on (0)20 3668 0444 or email