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Collaboration
Business Collaboration Solutions
Accelerate teamwork and create more meaningful customer experiences.
PlanNet21 is the foremost Irish UC specialist.
PlanNet21 have been industry leaders in Unified Communications/ Collaboration for over a decade. Our dedicated contact-center development team has been delivering large-scale contact-center projects across all major industries and Government Bodies.
We are a Cisco Master Collaboration Partner and regularly work on projects across the globe delivering work class results.
Collaboration Solutions
Unified Communications
People work together in different ways. And they use a lot of collaboration tools: IP telephony for voice calling, web and video conferencing, voice mail, mobility, desktop sharing, instant messaging and presence, and more. Unified communications (UC) solutions deliver integration of these tools, with seamless user experiences that help people work together more effectively. Anywhere, on any device. They bring real-time communication from your phone system and conferencing solutions together with messaging and chat, and integrate with everyday business applications using APIs. UC solutions are available as on-premises software, partner-hosted solutions, or as a service (UCaaS) from cloud providers.
Conferencing
The modern workplace consists of geographically dispersed colleagues and teams eager to optimize their day-to-day interactions. This is vital in a corporate world that depends on teamwork and collaboration to make the next big whatever a reality. For some companies, that means adopting collaboration solutions like video conferencing. Video conferencing is a subset of web calling technology, a collaboration solution that enables users to place calls via an internet browser, desktop, mobile, or video device. Users can transmit live video during a video conference to provide much-needed visual interactions with colleagues, benefiting users at all levels of an organization and across all departments.
Contact Centre
What used to be known as a call center–where agents either made or accepted customer calls–has today grown to include interacting with customers when, where, and how they choose. From phone to chat to social media and other channels, the contact center is being shaped by digital innovation and customer demand. And businesses must evolve or be left in the analog age battling for customer retention!
Cloud Hosted Voice Solutions
Hosted VoIP can use IP phones or soft phones to provide Telephony functionality for users. Soft phones are included in the monthly user charge. IP Phones may be purchased outright or paid for monthly depending on client requirements.
Cisco Webex
Each month, 130 million professionals rely on Webex to connect, collaborate and move projects forward faster. And teams can work with anyone from a browser, mobile, or video device. Webex Meetings offers integrated audio, video, and content sharing with highly secure web meetings from the Cisco Webex cloud.
Simplicity from any device
Schedule and start web meetings from your browser, desktop/mobile app, or video device. Exceptional audio, video, and content sharing, including from digital white boards. No downloads or plug-ins. Just one big green button to push to easily start your meeting.
Award-winning, reliable video
Build relationships and trust with lifelike video. Learn more about meeting participants with People Insights for Webex Meetings. Ensure fast and reliable video anywhere you are with the help of our global data centers.
Industry-leading security
Lock your personal room and keep your discussions protected end-to-end. Industry-leading, multi-layer security gives you peace of mind without compromising user experience.
Meet with intelligence
Your Webex Meetings mobile app automatically connects to your video device when you enter the room so you can join your virtual meetings in a snap. Experience fewer interruptions with background noise detection and mute suggestion. Share wirelessly from your desktop app. After the meeting, automatically receive recording transcriptions.
THE LEADER IN CONTACT CENTRE INNOVATION IN IRELAND
Our in house Contact Centre Development Team provides us with the capabilities to customise solutions to individual customer needs. We have been pioneering Digital Transformation within Contact Centres for over 20 years, providing solutions including the first voice enabled IVR in the country back in 2004. Our Team has extensive experience in building intuitive, easy to use self-service IVRs that integrate with back-end systems. Our goal is to help your customers interact with the Contact Centre using the latest Machine Learning (ML) and Artificial Intelligence (AI) technologies. Our experienced developers and automation experts will work with each business unit to identify areas where ML and AI can be introduced and provide advice on how to get the most value from their Contact Centre.
Messaging and Artificial Intelligence
PlanNet21 has developed a messaging and chatbot API designed to route social media messages (WhatsApp, Facebook, Twitter, SMS) to the agent using the same routing decisions across all channels. This service allows chatbots to help solve customer queries allowing for an escalation to an age
Insights and Analytics
Each business unit within an organisation will often have different reporting requirements. Our dedicated reporting analysts will design and implement reporting solutions to meet all your of business needs.
Customer Call backs
When a Contact Centre is
experiencing a high volume of calls,
PlanNet21 can provide call back
applications that allow callers to
hang up while keeping their place in
the queue. The system will then call
the customer back when their call
reaches the top of the queue.
Workforce Management
Ensuring you have the correct staff
levels to meet customer demands is
often a challenge. Our workforce
management applications will help
your business schedule staff based on
historical data from your contact
centre. Our reporting experts can
provide bespoke data feeds for WFM
where required.
"What impressed me most working with Plannet21 was the pace at which they can deliver a solution. Plannet21 migrated our call centre to contact centre by initially transitioning like for like functionality quickly followed by adding new capability to our new platform. The ICON business operates at a fast pace and the stakeholders within our business were globally dispersed. Plannet21 were able quickly to engage with the ICON business to understand their objectives and then worked with our IT teams to deliver a best in class contact centre at an accelerated pace." - Mark Gaffney, ICON PLC