BT Cloud Contact Cisco

Make your contact centres virtual and cut costs

Virtual contact centres with a hosted service from BT and Cisco bring down your operating costs, make you more flexible and boost your relationship with your customers. You’ll also free up resources for your core business. Boost efficiency, cut costs and reduce risk.

Cut your costs and make the most of your contact centres with a single network. Our BT Contact flexible cloud based service lets you ramp up your capacity when you need it, so you don’t have to plough resources into costly infrastructure you only use rarely. That means you can launch in new markets fast without the risk involved in heavy investment. And because agents can work from anywhere on our virtual desktop, overheads stay down too.

Be prepared

Our highly resilient network gives you business continuity. It has the kind of stability and security that international businesses and government organisations trust. And it’s flexible so you can change capacity quickly to cope with the unexpected.

Stay up to date

Because we supply Cisco’s latest innovations and support pre-tested and pre-integrated, you can also be sure your world-class call centre technology is always up to date.

Make the big picture clearer

The unified agent desktop gives you a full overview with centralised reporting to keep track of all your contact centres from one place with a single, intuitive interface.

Handle your customers better

You can put your most valuable customers through to the right advisor by voice, email or web chat, and send their details to your advisors as the calls arrive.

Call answering is now much more consistent and based on best practice. We have been able to redeploy our receptionists to higher value core business, we have reduced our operating costs, and we have greatly enhanced our business continuity and disaster recovery capability.
Paul Hyatt,Technical Services Manager AstraZeneca

 

A flexible and resilient service

Our virtual service is flexible – you can go from 25 to more than 1,000 seats on demand.

Cloud Contact gives you all web-based access channels, including email, chat, co-browsing, voice and call back, and we can include each whenever you need it.

Combine multichannel contact management with your CRM applications, or use our embedded contact management to get a detailed view of how and when customers want to contact you. Our Cloud Contact multichannel functionality is modular, so you can respond fast to changing demands, and create an even better customer experience.

Our unified agent desktop brings old and new applications and services together, and gives you high quality information fast through a single, intuitive interface. An embedded administration tool acts as a dashboard for all your reporting needs.

Agents can now manage multiple forms of customer contact, while making sure each contact is recorded and tracked across the whole organisation. That way, you get a full view of the customer that lets you boost revenue per call through effective cross- and up-selling.

The unified agent desktop also lets you:

• improve collaboration between your sales, marketing and customer service teams, increasing productivity and profitability across your organisation
• boost customer satisfaction through better first contact resolution, fewer data entry errors and lower average call handling time
• make agents’ lives considerably easier – no more toggling between different systems – increasing job satisfaction
• significantly reduce training costs by managing deployment globally
• stop having to depend on in-house teams to build and maintain bespoke desktop integration tools, so they can focus on activities that drive results rather than manage third-party applications.

Cloud Contact doesn’t depend on infrastructure deployed on site. And there are no hardware constraints. Skills-based routing directs customers to the best agent to take the call, regardless of where they are. And agents can be literally anywhere – in any of your sites, at home or on the move. The only equipment they need are headset-equipped multimedia PCs and an IP connection. With Cloud Contact, you get a technology roadmap, so you know in advance that you’ll get any new applications pre-tested and pre-integrated. It means you get a world-class, “evergreen” contact centre with the very latest technology and no infrastructure or maintenance costs.

Cloud Contact technology includes:

• IVR call management features for customer self service and call steering, to make sure as many customers as possible get all they need in one call
• realtime and historic reporting to give supervisors the indicators they need to manage your operation more efficiently
• management tools to help you create and modify call routing scripts, queues, teams and sites, making agents more productive and responsive to customer trends
• integration: you can use our open application programming interface and web service integration toolkit to help you empower your workforce
• recording: you can record customer calls and access them easily based on your own criteria. And you can make them part of the CRM toolkit, to train agents and make compliance easier
• contact prioritisation: prioritise calls within queues based on CLI, Called Number and the CRM application to cut queues and keep customers happy
• access to a knowledge base to help agents respond more effectively to service requests and enquiries.

Our global Cloud Contact platforms in Asia Pacific, Dublin, New York and the UK give you extra capacity to make sure you get the resilience, performance and security you need.