WL Contact: Solutions For Contact Centres

WL Contact: KEY BENEFITS

WL Contact provides your clients and your staff with a unique and seamless experience.

Create strong relationships with your clients by taking your contact centre to the next level.
Focus on your business with WL Contact – Worldline’s reliable and intuitive omnichannel solution.

STRENGTHEN CUSTOMER EXPERIENCE

Easy self-service customer experience and feedback options as well as reduced waiting times
One omnichannel solution for a consistent and personalised experience via your customers’ preferred contact channel
Interactive chatbot that allows for quick responses and resolve simple queries.

INCREASE CONTACT CENTERS EFFICIENCY

A flexible pay per use model that means no more expensive licences
Efficient integration into existing infrastructure
24/7 customer support with the help of bots and automation

EMPOWER AGENTS

Support alternative ways of working, such as remote working
Save time and enhance performance with AI support
Engage employees with an easy-to-use interface

TIGHTEN SECURITY

Worldline is the European market leader for secure transactions
Secure hosting in Worldline‘s European private Cloud
Support for secure Business Continuity across multiple locations
Secure archiving compliant with regulations

DRIVE CUSTOMER EXPERIENCE WITH WL CONTACT

WL Contact solution is adaptable to your customers’ contact channel of choice,
enabling you to communicate better with customers through a personalised customer journey and highly intuitive interface.

WL Contact offers a personalised customer experience for all contact centre sectors. Helping sectors to create a positive banking customer experience, retail customer experience and much more.

Omnichannel platform

Customisable

User-friendly interface

AI-powered features

Cloud architecture

Pay per use model

The way customers communicate with their favourite brands has changed. There are now more ways than ever for consumers to call, text or digitally interact with sellers. Make sure your Customer Relationship Management can meet your customers’ new expectations while ensuring you offer an outstanding brand-new Customer Experience.

To tackle this challenge, technology, design and usability play a key role:

Discover our state-of-the-art solution featuring self-service and AI features.
Engage effectively with your employees through a UX-driven interface.

WL Contact is a native cloud contact platform that allows easy remote working and is deployed on a pay per use model.

To learn more read our brochure ›

WL Contact

Enrich your omnichannel customer relationships

Our Cloud native solution is suitable for all types of organisations and sectors, while also being able to adapt to activity volume.
Discover how we can help you build your customer relationship strategy!

WHAT OUR CUSTOMERS SAY ABOUT US

“It’s the real omni-channel model. We will be able to ensure the processing of the requests within the day (…) It allows to facilitate the interactions between different businesses and also to be more efficient.”
Thierry Laborder, Deputy Chief Operating Officer and Head of Domestic Markets BNP Paribas
Read more ›

“(…) This will be a game-changer for BNP Paribas Fortis, and the CSC program will help us to transform the relationship between our bank and our customers, irrespective of their location or the way they contact us.”
Daniel de Clerck, Chief Operating Officer of BNP Paribas Fortis
Read more ›

“Worldline relies on Nuance to deliver the best customer experience in the banking world through its cloud-hosted contact centre solution”
Patrice Vielpeau, Sales Director Enterprise & Mobility - Nuance Communications

ENHANCE CUSTOMER EXPERIENCE
WITH WL CONTACT’S KEY FEATURES

WL Contact offers a variety of features that can be tailored to the specific needs of your organisation
and help you enrich the employee and customer experience.

UX-driven product development and customer approach

Feedback from customers to better understand their needs

Innovation at the heart of our strategy means we invest in AI technologies to enhance customer experience

Intuitive agent interface & proactive monitoring

An agent interface adapted to each business use case at home, call centre, branches or mobility
A 360° view of each customer, including their history and pending interactions
Suggested answers and knowledge base to enhance customer enquiry resolution
Supervise and enhance performance via an easy-to-use and customisable KPI dashboard
View instantly non-compliant indicators and swiftly adapt your activity accordingly

Be autonomous in operations management

Follow your customers: Create omnichannel engagement rules and pursue KPIs that can be adapted in real time
Route smartly: Use the omnichannel routing engine to personalise routing and enhance customer satisfaction
Automate low value tasks with our bot and manage escalation with context if required
Administrate efficiently: Build an Interactive Voice Response (IVR) or a bot in few clicks.

To better personalise your customer’s experience, you need to know who your customer is while also protecting their data. Discover how our innovative strong authentication method can help you do this.

Read more about strong authentication ›

Discover how trusted interaction, our secured-by-design toolbox for advisors, can help you reach new levels of trust and reinvent privileged interactions between customers and advisors.

Contact our expert

Nicolas Marcoin Product marketing leader

Ask for a demo

Contact me

FEATURED KNOWLEDGE

OMDIA REPORT

Omdia identifies Worldline as a world-class cloud contact centre provider in the market for 2020-21

This report reviews nine of the leading cloud contact centre solutions and compares them based on the strength of their technology platforms, the views of their customers, and the market impact that each company currently has in today’s very competitive environment.

Download the publication ›

Infographic

Re-humanising the Contact Center : WL Contact

WL Contact enables you to combine the use of automation and agents to create the best possible customer experience.

Download the infographic ›

FREQUENTLY ASKED QUESTIONS

Is WL Contact available to any organisation or client?
Worldline Contact is available to organisations of all shapes and sizes operating in any market. Worldline benefits from its extensive experience in a wide range of business areas and can assist and support the configuration of WL Contact accordingly.

Is a cloud solution suitable for a large organisation?
The benefits of a cloud solution apply equally to large organisations with high scalability. It is very important to choose a secure cloud solution such as WL Contact that can be precisely and finely adapted according to your organisation’s user profile, domain segmentation or supervision requirements.

What are the benefits of a cloud contact centre solution?
A cloud-based solution provides flexibility to scale up and scale down across channels dependent on call centre demand, freedom from hardware constraints as only a browser is required and allows the rapid deployment and capitalisation of investments (CAPEX). A constant and consistent upgrade based on a substantial roadmap ensures that services delivered by WL Contact are innovative, effective and fit for the future.

In what ways can your solution be linked to our contact centre ecosystem?
Worldline is experienced in managing interfaces with various products available on the market, particularly with regards to Customer Relationship Management (CRM) and Workforce Management (WFM).

WL Contact takes an open approach to integration with CRM systems and can integrate with any third-party application via APIs and Web Services. This is because Worldline has developed WL Contact as an open platform, enabling both simple integrations as well as complex server-side integrations. This ensures that the solution provides the relevant information to the agent to optimise utilisation and efficiency.

WL Contact can also integrate with various solutions on the WFM software market, enabling seamless forecasting and scheduling operations as such server-side integrations are fully transparent to end-users of Workforce Optimisation (WFO) tools. The solution also enables the commonly used adherence features for a close monitoring of the resources’ occupancy.

Does the solution support remote working?
Description text The solution can support agents working from any location, including from home. WL Contact is a CTI-less web-application and does not require any software installation. Worldline’s clients have used the solution extensively during the COVID-19 crisis to enable home working. One contact centre in the UK moved from an almost wholly contact centre based operation to full homeworking over a weekend with WL Contact.

Which standards does WL Contact meet?
Standards, whether formal or informal, are a key element of Worldline assets. As the Europe’s largest payment provider, we ensure that the trust of our clients is rewarded with a strong adherence to operational, security, quality and environmental standards.