Beat the technical challenges of public sector contact centres

When setting up and maintaining a public sector contact centre model, there are a number of major technical challenges. These include the drive for efficient, high quality citizen services, the trend towards flexible working, and the consolidation of several disparate locations.

BT can help you overcome these IT challenges by acting as your service provider. Our innovative solution can ease the burden and improve the services you offer to citizens. With a low risk approach to transforming your services, we help ease the transition from TDM to IP, minimising the impact on existing assets by implementing a roadmap to a fully hosted solution. Plus, transferring the management of your infrastructure to BT can generate considerable savings, reducing the total cost of ownership.

BT’s Hosted Contact Centre with Genesys supports telephony, multimedia and collaborative working applications, enabling you to further the capabilities of your existing data or IP networks.

BT’s Hosted Contact Centre with Genesys enables intelligent contact routing, call treatment, and network-to-desktop computer telephony integration (CTI) over an IP infrastructure. It combines multi-channel automatic call distributor (ACD) functionality with IP telephony in a unified solution. This results in deployment of a distributed contact centre infrastructure, while retaining the ability to work as a single virtual enterprise.

BT’s Hosted Contact Centre with Genesys platform delivers calls to the agent’s desktop over a managed framework. It supports integration with existing voice networks and switches, providing an evolution plan to customers who have legacy voice capabilities.

BT’s Hosted Contact Centre with Genesys is a carrier-class, resilient solution, hosted within the BT network. It offers the reassurance of quality and availability, and can inter-work with the most common PABX and contact centre features and functions.

The hosted architecture is designed to provide the flexibility that will enable the solution to adapt to future requirements. Scalable capacity, for example, can satisfy an increase or decrease in projected call volumes. Integrating additional agents at different physical sites is straightforward, with WAN links connecting them to the centralised hosted platform.

BT's Hosted Contact Centre with Genesys has a number of Application Programmable Interfaces (APIs). These enable numerous client applications ( such as SAP and Oracle) to inter-work closely with the system via Computer Telephony Integration (CTI).

Once integrated, BT can provide you with a number of services working holistically together. These can include:

Telephony – Hosted IP Telephony , PSTN, Inbound
CPE – Terminals, phones, headsets
LAN/WAN
IVR (SelectLink)
Contact recording
Data storage
Agent Desktop
Outbound Dialling
Workforce Management.