Omnichannel customer experience solutions

Deliver excellent inbound customer experiences by centralising voice, email, and social media interactions across a range of use cases, from handling service queries to e-commerce, and sales pipeline management. 
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Enhanced agent efficiency, improved customer experience

Ensure customer enquiries reach the right agents first time, every time, with intelligent routing and a chronological view of all interactions across every communications channel, enabling improved customer experience and optimised agent efficiency. 

Omnichannel presence

WhatsApp Business, Facebook, Instagram, Twitter, web contact forms and live chat (including chatbots), SMS, email, and phone calls – centralised to a single, intelligent console.

Seamless integrations

Integrate with an unrivalled number of business-critical software solutions including leading CRMs, eCommerce and accounting services, marketing tools, and cloud office platforms.

Competitive licensing

We don’t believe in charging extra for features that should come as standard, whether that’s applications, call recording or integrations, and our inclusive call bundles keep your costs predictable.

Practical solutions for everyday needs

Learn how our advanced features are designed to support multiple business environments.

Unified timeline

Agents can view all customer interactions across channels via a unified chronological timeline to ensure a clear 360 view of contact history.

Easy to use ticketing

Create custom tickets to resolve issues, assign them to the correct agent or team & then track tickets through to resolution, with the ability to prioritise the most important requests.

IVR & speech recognition

Intelligent contact routing with multi-level IVR across channels ensures queries reach the correct department to save time, reduce costs and improve customer experience.

Chatbots & web call-backs

Live chat allows customers to easily find answers while on your website, whether through our advanced chatbot, speaking directly to an agent, or scheduling a call-back to suit them.

Agent dashboard

Agent dashboard includes personalised views of workload and activity, enabling agents to plan their day around their calendar, scheduled call-backs, campaigns, and more.

Real time reporting

Customisable reports and wallboards for conversation history, ticketing summaries, agent and queue performance against SLAs, and more, empowering supervisors with complete visibility and control.

E-commerce integration

View purchases, status, delivery updates, refunds and more with seamless two-way integrations for the world’s most popular e-commerce tools, including Shopify, Magento, and Woo-Commerce.

360° customer view

Quickly view customer contact information, notes and tickets, previous orders, conversation history, or marketing received by the customer, saving time and delivering a customer-centric experience.

Centralised communication

Reduce the friction of customer contact by allowing customers to choose the communication channels they prefer and allowing agents to respond efficiently through a single console.

Intelligent live chat

Live chat allows customers to easily find answers while on your website, whether through our advanced chatbot, speaking directly to an agent or scheduling a call-back to suit them.

Process automation

Automate time consuming tasks & processes. Answer FAQs with pre-configured messages, create workflows to identify leads, and automatically send out surveys to report on customer experiences.

Real time reporting

Customisable reports for enquiry types, chatbot activity, call outcome dispositions and customer behaviour patterns delivered via a supervisor screen that offers complete visibility and control.

Remote office

Work from anywhere with an easy-to-use web RTC dashboard that includes a softphone with full PBX functionality delivered via our resilient CallSwitch infrastructure, as well as integrated email and chat.

Campaign management

Automatically sync leads generated from campaigns on a multitude of channels directly into your CRM, either making use of the CRM within 3Sixty or with a third-party system like Salesforce.

Pipeline tracking

Our Kanban style pipeline dashboard allows you to track at an individual, team or department level so you can forecast your future sales, tracking every step from initial lead to contract signature.

Workflow automation

Configure complete workflow automation, allowing you to automate your sales process with the ability to automatically send out e-mails, text messages or schedule follow-up calls.

Integrated email

Ensure total flexibility with a seamless Office 365 integration, so whether emails are sent from within the CRM, Outlook or mobile device, they are automatically attached to the customer file.

Electronic signatures

Send contracts and paperwork via PDF for electronic signature that can be quickly and easily completed by customers on a desktop, laptop or mobile device, and returned via email.

Omnichannel communication made easy

With 3Sixty, however your customers choose to interact with your brand, you can deliver a consistent and professional customer experience.
Centralise communications through a single interface, supporting WhatsApp Business, Facebook, Instagram, Twitter, web contact forms and live chat (including chatbots), SMS, email, and phone calls, with a unified chronological timeline view for each customer.
3Sixty Contact Centre solution on a laptop
3Sixty Communication Integrations

Seamless third-party integrations

Leverage all the third-party products and services you rely on by integrating with an unrivalled number of platforms designed to help you streamline your business
3Sixty integrates with leading CRMs such as Salesforce, eCommerce solutions including Shopify, Magento and WooCommerce, accounting services like Xero, marketing solutions such as Mailchimp, and cloud office platforms like Office 365.

Intelligent routing and automation

3Sixty features customisable, multi-level IVRs and intelligent skills-based routing designed to ensure customer enquiries always reach the right agents first time, every time.
Make use of advanced AI technology to automate responses to customer queries, including pre-configured responses, automatic follow-up SMS, and live chatbots, improving customer experience while optimising the allocation of agents to tasks.
Contact centre solution IVR
Unified communication reporting

Advanced insights & reporting

Enjoy a highly customisable reporting suite with use cases for a multitude of business needs, delivered via supervisor screens or wallboards and designed to provide complete visibility and control.
Contact centre supervisors can make use of conversation history to ticketing summaries, SLA & queue performance, and more, while e-commerce businesses may require information on enquiry types, chatbot activity, and customer behaviour patterns.
 

Why choose us?

A British ‘Tech Track 100’ business

TelcoSwitch is an innovative, British owned and run telecommunications company that builds market-leading, resilient Unified Communications and compliance solutions, and is proud to have ranked 25th in the Sunday Times Sage ‘Tech Track 100’ league table of the fastest growing UK technology companies.
For resellers looking to provide their customers with a proven solution for cloud telephony, the CallSwitch platform from TelcoSwitch enables channel partners to offer a customisable and white-labelled platform while maximising their revenue through competitive licensing.
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What our channel partners say

As a British business, we’re proud to support other great UK businesses nationwide, helping them to deliver powerful UCaaS solutions to their valued customers.
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As a busy start-up we needed you in and out quickly with as little disruption as possible. We really appreciated the speed and excellent training we all received.

Jamie HalveyClarity Cargo

The TelcoSwitch team are brilliant and always on hand to answer queries or offer advice. It’s very much a personal level of service where they go above and beyond to make you feel at ease and well looked after.

Jane Withers, Office ManagerThe Pure Gold Company

From the detail to ensure the system was the right one for our business, through to the installation and training, the minimal downtime and disruption to our working environment was appreciated - first class job.

Denise Manning, Practice ManagerBedfont Green Dental Practice

Accreditations

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Contact us

Call us: 033 0122 7000     Email us: [email protected]