BT Hosted Contact Centre with Genesys provides the technology to enable the public sector to transform its operations, drive efficiencies, reduce costs and enhance services to citizens:

• Intelligent queue based routing – Route calls to specific destinations and agents based on the type of query. This enables you to utilise staff skills across your organisation, with home and mobile workers becoming part of your contact centre.
• Greater visibility and improved reporting – Determine the availability and status of an agent – wherever they are based. Take a real-time view of all activities and statistics across multiple locations and sites, including home-workers.
• Skills based routing – We can facilitate routing to an agent with a specific skill or language to efficiently meet citizens’ requirements.
• On call information – A routing strategy can use any information received from the incoming call. Information such as Interactive Voice Recognition (IVR) responses, the caller’s number (CLI) or the dialled number (DNIS) can be used to provide citizens with a choice of the most appropriate responses.
• Easy information retrieval – Routing by organisation rules or database look-up can be based on data elements, enabling you to retrieve information quickly and easily.
• Competitive off-net PSTN charges – Enable agents to make outgoing calls to citizens, suppliers and other government departments at affordable rates.
• Load balancing calls across multiple destinations – Benefit from a real-time view of the virtual contact centre with live updates. Mange call routing to best fit your organisation’s demands.
• Voice Platform – Provides seamless integration of self-service applications with agent-assisted transactions to drive operational efficiencies and improve service levels.
• Self-service Solutions – Provide citizens with greater flexibility and access, through e-mails, web interactions, and other media types. This reduces the volume of simple transactions routed to live agents, freeing your staff to deal with more complex or higher value contacts.