Organisations require efficiency – your customers demand service
Research has shown the 21st century consumer is more demanding. Always on, technology savvy and more mobile, today's consumers are taking control of how and when organisations contact them and increasingly expecting 24/7 interaction, via a range of channels.
The impact on the contact centre of this rise in consumer expectations cannot be underestimated. In a crowded marketplace where costs are being squeezed and switching is easy, organisations are under growing pressure to revamp the way in which they manage contact with customers and prospects.
Organisations need to consider how they satisfy these escalating demands while balancing costs, or risk losing their competitive position.
Contact Centre Efficiency is at the heart of this revolution. Click here to learn more >>
BT Avaya OnNet
Optimise your entire contact centre resources with BT Avaya OnNet. BT provides Avaya Contact Centre technology on a "pay-as-you-go" basis, on a per-seat/per-month pricing model. There is no capital investment in contact centre infrastructure, and you access advanced technology on demand. You can flex capacity and/or geography as demands on your business change. Click here to learn more>>
Next Generation Contact Centre (NGCC) - Powered by CosmoCom
Optimise our Contact centres with BT NGCC - a pre-packaged "ready to go" Multi media contact centre with a flexible commercial "pay as you go" and operating model. BT NGCC offers open interface technology leading to business applications combined with a full IP, skill based, multi channel contact routing, contact analysis and an instinctive administration tool. BT NGCC is offered as on-net or on-demand or a hybrid of both to give complete geographical and seasonal flexibility.
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Intelligent Contact Centre
BT’s Intelligent Contact Centre is a BT-hosted, multimedia solution, delivered on on a per-seat/per-month pricing model developed to transform citizens’ interactions. It reduces capital expenditure and minimises risk, while improving service experience and delivery.
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Automating customer contact
Many customer enquiries will always need to be handled on a personal, one-to-one basis. In an ideal world, perhaps all enquiries would be managed this way. In the real world, however, organisations have to balance the cost of running a large-scale customer service organisation with the value that can be added to each type of customer interaction.
For simple, repetitive enquiries, it can be faster and more cost-effective to allow customers to find the answers themselves. Customer self-service can help an organisation to keep its service costs low, and in many cases, provide a higher quality service by removing the need for customers to wait until an agent is available.
It also benefits customers who do need to speak with an agent by reducing the call load from enquiries that can be handled automatically.
BT Self-Service
BT Self-Service lets you automate response to simple, repetitive customer enquiries so that your agents can focus on more valuable activities. You can provide a 24x7 response, reduce the need to transfer calls internally, and reduce the number of agents required to handle inbound enquiries.
BT Self-Service capabilities are provided for a simple monthly fee, and scale easily to match changing contact volumes. Hosted on BT’s world-class network infrastructure, these managed services are based on solutions from BT and other leading providers, including Eckoh, Nortel SS and Avaya IR. They include:
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Network Interactive Voice Response – automate repetitive telephone enquires and allow callers to obtain the information that they require.