An Outbound Contact Centre Platform with No Licence Fees?

335
Filed under - Archived Content

Autom8 Ltd has launched its new cloud contact centre platform – Autom8 Connect. It’s been created mainly for small to medium-sized teams, but the company claims it’s suitable for any number of agents because of the way its infrastructure is set up. According to the savings calculator on their pricing page, if you’re paying licence fees, it could save you over 30% on your monthly operating costs.

Designed for outbound and blended agents, the platform works anywhere in the world and offers a commitment-free trial. Wherever your team is, you pay only for the time that they spend communicating with customers.

Shahad Ahmed founded the company in 2015. He states that the business traditionally only offered bespoke contact centre deployments, but reworked its entire business model to field a flexible SaaS offering. He says: “I’ve been in the contact centre industry for over 10 years now. I’ve noticed a lot that could be done better when providing customer-facing teams with the tools they need. Vendors that provide a good service often charge huge amounts for licence fees even to small companies, because they don’t segment the needs of their customers.

“The team and I wanted to offer a powerful service with all the tools contact centres need, and we wanted to make it instantly available without charging for anything we didn’t need to.

“Because of that, we shifted our whole business model around to offer Autom8 Connect, in the hope of making connections easier for our customers.”

Built on a Vision – Run with a Mission

Autom8 Connect is a cloud contact centre platform that claims to make connecting your agents to your customers as easy as possible. We asked Shahad what success looks like for the business:

“The point at which we can sit back and relax is when all customer-facing teams are using automated technology to eliminate error-prone manual tasks. Because of this, they’re reaching more customers in the best way at the right time. Manual dialling in a contact centre will be a thing of the past”.

He goes on to say:“Customer-facing teams, both inbound and outbound, will be key drivers in their business. The value that they deliver will be unquestionable, because they’ll have the analytical capability to communicate their results at a business level.”

When asked how he hopes to make that a reality, he’s to the point. Supposedly, this cloud offering that’s primarily geared for outbound at the moment will in the coming months offer inbound functionality beyond the skills-based routing and call transferring it currently offers.

Deeper API access and further integrations will come online in order to tie together an omnichannel offering that goes beyond the 19 integrations their customers can currently benefit from. From this, the company hopes to move wholly into the contact-centre-as-a-service space.

What Makes It Different?

This is not the first company to offer an outbound contact centre solution with no licence fees. That being said, their rates are low – 0.8p per minute for landline and 2p for mobile.

Where Shahad believes they stand out is in their focus: “We’re a young and energetic team, and we’ve designed the solution by asking ourselves the question ‘what’s important to the people using our platform?’ That drove us to focus on four key areas – flexible API integration, detailed reporting, simple pricing and outstanding support.

“We’re offering all Autom8 Connect customers a dedicated Customer Success Manager for their first month. This person will be a right-hand man for the client to make sure that they squeeze every last drop of potential from the platform.”

We’ve yet to hear much from Autom8 Ltd and their new service. That being said, if you’re predominantly outbound dialling, it can’t hurt to have a go on their savings calculator or test out the free trial.

If you’ve got experience with Autom8 Connect let us know, as we’ll be following its progress keenly over the next few months.

Author: Rachael Trickey

Published On: 22nd Nov 2016 - Last modified: 18th Sep 2019
Read more about - Archived Content

Follow Us on LinkedIn