Cloud-based contact centre solutions integrated with Teams and UC platforms.
Espria services are designed around structured standards but can be configured to suit each client’s operational context. Response targets, governance cadence, reporting depth and integration methods may all be tailored to reflect industry requirements, geographic coverage or internal IT maturity, ensuring consistent quality while enabling bespoke outcomes.
Inclusions
- Multi-channel contact centre setup (voice, chat, email)
- Intelligent call routing and queuing
- Supervisor dashboards
- Integration with CRM systems (where supported)
Exclusions
Non-Microsoft UC platforms unless separately scoped
Prerequisites
Microsoft Teams or supported UC licence
SLA Targets
P1: Response 1h | Resolution 4h
P2: Response 2h | Resolution 8h
Reporting & Dashboards
- Contact centre analytics dashboards
- SLA and performance reporting
Optional Add-ons
- AI-driven customer sentiment analysis
- Workforce optimisation modules