Fire

The fully integrated

Customer Contact platform

Creating a seamless experience

A cloud based, multi-channel customer contact platform provides you with a fully flexible system, allowing you to run your business the way you want.

Fire provides you the tools you need to enhance, improve and gain valuable insight into your organisation.

> Book a Demo

Fire reimagines the way customer contact should happen

Fire’s CEO talks about the ethos behind the product’s success.

> Learn more

AI and how it’s shaping the future of Customer Contact

From Sentiment analysis to on-the-fly agent coaching

> Learn more

The Fire platform is developed by a team of dedicated Software Engineering experts in England

> Learn more

Secure

We hold high-level accreditations from external auditors ensuring your information is secure

Partner for success

Join the Fire
Partner Program

> Find out more

“Having reliable call recording is just invaluable and has revolutionised the way we deal with complaints.”

NHS IT Director

Fire Solutions

Artificial Intelligence

Artificial Intelligence

1


Say goodbye to post-call number crunching - Live Conversational AI gives you real-time insights and on-the-fly coaching while your agents are still on the call, transforming every conversation into a seamless, intelligent experience.

> Read More

Automated Email Delivery

Automated Email Delivery

2


Email delivery is another key feature of the Fire solution thus completing the all in one communication management system, removing the need for a separate email solution. Distributing emails intelligently rather than having users pick from a shared mailbox.

> Read More

Interactive Voice Response

Interactive Voice Response

3


Whether standalone IVR or front-ending a contact centre, an IVR application can provide a powerful portal for clients to service their request over the phone. Developed uniquely for you, each application will enhance the ability of your customers to interact.

> Read More

AI Voice Interactions

AI Voice Interactions

4


Fire has a very advanced and robust voice recognition and text to speech engine, which is utilised by many organisations, with locations all over the UK covering many different regional areas including both city and rural.

> Read More

Web Chat

Web Chat

5


This fast-growing contact channel is hugely popular with millennials. Tech-savvy agents can handle 10 or more contacts at the same time with huge productivity gains.

> Read More

Call Recording

Call Recording

6


Call recording is standard to the Fire solution, from the point the agent receives the call, or for the entire duration. Fire's fully integrated recording is FSA and PCI-DSS compliant. Recording calls can be an extremely effective business tool for staff.

> Read More

Outbound Diallers

Outbound Diallers

7


Seamlessly blend outbound with inbound, or use specialist outbound agents benefi t from intelligent contact selection, scheduling and reporting.

> Read More

Survey Application

Survey Application

8


Fire's Survey Application is a multi channel survey product which allows you to engage and receive feedback at just the right time. Survey is an excellent engagement tool, which provides a route to understanding agent performance from the customers perspective.

> Read More

Database

Database

9


Gathering data is key to routing correctly and assisting agents. Taking more contacts with fewer agents is achieved by providing accurate data to speed up resolution time.

> Read More

Remote Worker Tools

Remote Worker Tools

10


Working from anywhere has always been part of the DNA of the Fire platform for 12 years. Having never used proprietary phones, agents using Fire can work wherever they have internet access.

> Read More

Teams Integration

Teams Integration

11


Whether home working or in your offi ce, our native Teams integration allows users to operate wherever they have access to Teams. The Fire platform has direct resilient integration to the Microsoft Cloud through Direct Routing.

> Read More

Only Fire offers
this level of benefits
For complete confidence

PCI
Status


Service Provider Level 1

Concurrent
Licensing Model


Cost-effective and flexible

Secure


ISO9001, 22301, 27001 and Cyber Essentials Plus

Proprietary
Software


No complicated partner relationships to manage

Vendor
Agnostic


Connects to any CRM, WFM, or WFO

24/7
365


Aftercare and support

Modular
Design


Flexible and easy to configure

What Our Customers Say
Read about the real benefits Fire’s
solutions are delivering to our customers

Health Sector

Health Sector

“Having reliable call recording is just invaluable and has revolutionised the way we deal with complaints.”

NHS IT Director

Customer Contact Sector

Customer Contact Sector

“Being able to see accurate statistics rather than being in the dark has allowed us to focus the correct staff on the correct tasks.”

Contact Centre Manager

Retail Sector

Retail Sector

“Using a mix of voice recognition and agents has allowed us to increase the sales we make without needing more agents.”

Contact Centre Manager

> View all case studies

Intuitive software that needs little training allowing you full control across all customer communication channels.

Features
Why Fire?

Maximise resource.

Improve customer experience.

Reduce costs.

The Fire platform offers tangible benefits.

Description of the image
Peoples

Maximise resource

AI and automation means Agents handling boring repetitive tasks is a thing of the past. This allows you to optimise the productivity of Agents to ensure they are handling the more complex customer communications. The engineering behind Fire was always designed with reliability and availability at the forefront, this is critical in customer communications.

Tick

Improve Service

Improving the customer’s experience, allowing them to both self-serve and be dealt with by the correctly selected Agent can lead to increased customer satisfaction and loyalty. This can lead to higher customer retention, a positive brand image, increased referrals from happy customers and a competitive advantage in the market – by providing a superior customer experience.

Save money

Save money

Costs are reduced through efficient operations. More streamlined processes increase productivity resulting in increased earnings and with fewer Agents needed to complete the same amount of customer contacts.