Increase efficiency, improve services and reduce costs with BT

BT Hosted Contact Centre with Genesys frees you from the constraints of capital investment. This means that you can meet the demand for improved citizen-focused contact centres without additional investment. And, as BT hosted service we’ll manage the risk leaving you to enjoy the benefits:

Greater operational flexibility – BT hosted solutions allow you to rapidly deploy new functionality, and drive economies of scale with flexibility and efficiency. You can dynamically expand or reduce the magnitude and cost of the solution to meet changing requirements.
Transform your infrastructure and increase efficiency across the organisation – Moving to an IP solution will enable you to transform your infrastructure and operations – improving efficiency and optimising customer service levels. BT provides you with a managed service, with integrated voice, data and application infrastructures, helping to lower infrastructure & support costs.
Minimise risk – BT carefully implement a roadmap to smoothly transition you to a fully hosted solution . We support you at every stage - minimising the impact on existing assets & allowing you to enjoy the benefits. Add new upgrades painless
Collaborate with other government organisations – With BT's Hosted Contact Centre with Genesys you can realise the economies of scale associated with the increased usage of a hosted platform.
Enhancing citizen experience – Share information across your organisation and contact centre services with greater ease. Better match citizens to available experts and self service options, in order to answer queries more efficiently and avoid call waiting and transfer.
Reduction in total cost of ownership – Transferring infrastructure management to BT can generate considerable savings.
Real-time citizen information – Instantly provide advisers with relevant information about citizens, reducing handling time and improving the citizen experience.
Supporting ‘agents anywhere’ – BT enables you to build a network of experts located anywhere – home, office, or contact centre. A citizen-friendly design provides one virtual contact centre, and balances the load of incoming traffic across all your contact centre advisors.
Improving Citizen Access – Handle multimedia interactions through a single integrated queue, routing requests for voice calls, e-mails, web interactions and other media types. This enables you to offer citizens a wide choice of contact options 24/7.
Simplified administration – Reduce in-house management by managing IPT and IPCC hardware and software within the network. Software and service upgrades are tested and verified with no additional cost to you.
Future-proofed contact centres – BT technology is constantly being updated, reducing the time it takes to introduce new services and minimising the need for costly investment in new technology
Recognised security and availability – Protect your system using our world-class security provision. BT Hosted Contact Centre with Genesys is Communications-Electronics Security Group (CESG) approved to ‘Restricted’ status.
Live performance information – Enjoy greater management efficiency with tools to make real-time changes to the ‘call by call’ treatment or the deployment of agents to reflect changes in call traffic patterns.