Services

Call Centre Solutions

Peak provides world-leading call centre technology in a variety of formats. Rather than take a typical cookie-cutter approach, Peak offers customized solutions to ensure the perfect fit for your business. Peak achieves this by using a variety of systems tested to work with one another. Choose between our premise-based and on-demand hosted solutions powered by top-tier providers. Our solutions include ‘connectors’ to allow for integration with your current technology, so that you can leverage existing systems.

Premise-Based Telephony

Today’s call centres require specialized features to support their unique workflows. An IP PBX provides a richer feature set and is more cost effective than traditional communication systems. A conventional PBX requires two physical networks, one for voice and the other for data. An IP PBX runs on a single IP network, saving costs while simplifying administration. You have the option to use IP phones, analog phones and softphones (which run on the PC without additional hardware).

Peak provides customized IP PBX systems built on Asterisk, suited for medium to large-sized office and call centre environments.

Call Recording

The ability to record customer interactions for training, compliance and liability is important to any call centre. Peak uses open source technologies to provide full digital recording capabilities to most call centre systems including legacy PBX systems. Managers, clients and CSR’s can access recordings via an easy-to-use web interface.

Peak also has a hosted product for one-off recording that works with any system including mobile phones.

Customer Relationship Management (CRM) Software

Customer Relationship Management software is used to effectively manage customer interaction among sales, support and customer service departments. While there are many products available on the market today, many of these are generic in nature and do not respond to businesses’ unique needs. We’ve built custom, web-based CRM’s for call centres servicing the insurance and healthcare industries. We’ve also integrated legacy, web-based CRM’s with communications systems so call centres could experience the many benefits of a unified platform without a large capital investment.

Turn-Key Customer Service

Today’s competitive landscape requires care in every customer interaction. Sourcing an on-shore team of highly skilled customer service representatives along with the technology required to deliver service is expensive. Outsourcing can be the answer, but only if done correctly.

Peak Contact offers a local, high-touch customer service outsourcing option, delivering high-value representatives coupled with best-of-breed technology to offer customized, turn-key solutions. Our experienced team of Customer Care Representatives includes licensed insurance agents, health care professionals, and registered nurses. Our state-of-the-art primary facility is located in Toronto.

Business Continuity

With locations across Ontario, our high-availability architecture provides a cost-effective option for business continuity. Never miss another customer interaction. Route your calls to our centre in the event of:

• Business disruption
• After-hours
• Overflow during peak call times

Hosted Telephony

Hosted solutions can offer significant cost savings when compared with premise-based equipment by providing turn-key office communications for a predictable recurring fee. Service includes moves, additions, changes and deletions to your system, along with any maintenance and support, all from qualified experts. Since the service is hosted, it meets business continuity requirements. Hosting solutions are great for smaller to medium-sized businesses who want a flexible, redundant, feature-rich system with a low total cost of ownership.

Have a specific need?  We’ve designed hosted applications to meet a variety of requirements, such as hosted interactive voice response (IVR) for self-help applications and FAQ’s, call recording systems for one-off calls from cell phones, and dial-around services for cheap long distance calls.  If you have a particular issue that could be solved with a telephony application, call us and we’ll give you a free consultation.

Peak will work with you to find the communications solution that works best for your business.

Web Development and E-Commerce

Peak Contact’s first contracts consisted of enabling insurance products for the web. We’ve worked with some of the largest insurers in North America to provide easy, cost-effective ways for consumers to buy various insurance products online. Because we have a reputation for developing innovative applications, insurance companies trust us to integrate with their systems without implicating their overtaxed IT resources. This gives agents, wholesalers and manufactures access to a growing population of online purchasers.

We’ve web-enabled products for:

• AIG
• Manulife Financial
• Royal & Sun Alliance
• IMG
• MNUI

Peak offers complete web and e-commerce solutions. Turn-key means providing everything required to get your business online, including design, development, hosting, search engine optimization and everything in between. Our team is made up of graphic designers and web developers, with experience in e-commerce applications, flash, and search engine optimization.

Check out some of the work we've done lately >>

Custom Development

Your IT department is stretched. Your business development team is frustrated because they can’t move fast enough. Outsourcing development projects to a team that knows your business may be a way to satisfy everyone, and most importantly reduce the time to deploy new products and services. We have experience assisting large companies with security, web authentication, single sign-on services, database applications, and telecommunications

Consulting

Peak Contact is committed to helping customers improve the performance of their customer service and support operations through cost-effective technology enhancements. We offer a full line of services including contact centre design, performance optimization, and system development and integration. Leverage our experience and resources, while avoiding common pitfalls to ensure your project is a success.

From telecom providers to office design firms, our trusted selection of vendors and suppliers provide everything needed to build your state-of-the-art centre. Contact us for a list of our preferred vendors.

See some of our clients >>