We provide a suite of real-time and historical reporting tools which enable customers to manage and operate contact centres and respond to emerging situations or rapid changes in demand. We help you balance and blend demand across call directions, media types and allow you to manage and understand how campaigns, queues, IVR, scripts, lists, departments, teams and individuals are performing. It’s easy to schedule reports to come via email or share them securely over the web with colleagues, and to customise new reports using our Microsoft Excel custom reporting tools.

Customers who use our Workforce Management option are able to build upon historical information captured by BT Cloud Contact to forecast future demand, build agent schedules, plan to meet service levels based upon expected demand and schedule holidays and training. We’ll help you reduce incoming call abandonment rates by scheduling the right number of people you need to meet demand based upon the real peaks and troughs you experience each week, as well as plan for special events that will alter those normal call patterns.

Our Agent Adherence tracker helps manage the actual versus plan in real life and alert you to missing or delayed individuals, and calculate the impact that their absence could have to delivering service to your customers.

Ultimately BT Cloud Contact Workforce management will help you ensure that cost and service level are balanced in the most appropriate way to meet customer demand and minimise operating costs for your company.

Using our BT Cloud Call Recording and quality monitoring suite, which are tightly integrated to the BT Cloud Contact platform, you will gain the insight into the other half of the quantity vs quality equation. With BT Cloud Call Recording you can record each interaction, be it voice, email, chat or social, with the option to also record the rest of the agent PC Screen to provide a 360 degree insight into application usage for process optimisation. Our integrated quality tools provide a platform from which you can create an unlimited number of scoring templates to allow you to analyze, replay, grade, annotate and report on transactions for use in coaching, training and 1-2-1 agent sessions.

Our PCI Compliant Call Recording provides access to a vast yet often untapped data island of customer information in organisations. We make it easy to access this information enabling customers to improve service, increase loyalty, reduce first call closure and cut staff turnover/attrition rates dramatically.

Our Cloud has petabytes of online storage capacity so we can securely store your transactions in encrypted format for as long as you or those who regulate your industry require, without you having to worry about storage, archiving or backup