Customers who start trying to resolve their problems on email will often take to social media or escalate to a phone call if not satisfied. Without a single integrated view of all these media, agents can fumble to understand and customers have to repeat themselves causing delay and frustration and damaging the relationship between customer and company.

With our integrated approach all the interactions are laid out in one screen enabling your agents to support the customer to a successful conclusion, quickly and efficiently and without delay.

For many contact centres, the migration from voice to multi-channel contact centre comes in waves - a first wave where email handling and web chat get added to facilitate interaction and to provide for call prevention, and then a second wave where social media gets added to the mix. In our solution you can switch on all channels from the get go or add them as your processes become ready.

To effectively handle email, BT Cloud Contact provides a range of tools to ensure that incoming requests are automatically streamed to the relevant queue, with the option for auto replies based upon customer email content. Service levels can be managed and reported on and when an email is delivered to an agent between incoming voice calls, they can choose from pre-written templates to respond with, which they can customise on the fly.

As real-time media, BT Cloud Contact manages web chat alongside phone calls, allowing proficient agents to handle multiple concurrent chat sessions and to choose from templates of pre-canned responses or customise their own. Customers can receive a transcript of the chat session and Service levels can be reported on both historically and in real-time via BT Cloud Contact dashboards.

Consumers love web chat - Surveys show that consumers are 63% more likely to return to a web site that offers chat, and around 40% of users confirm that web chat sessions have enabled them to complete a web transaction that they would otherwise have abandoned without the live person support that web chat offers.

With nearly 1.5 billion users between them, Twitter and Facebook have changed the landscape of how people communicate with friends and colleagues. Yet many businesses struggle to understand how best to adopt social media to support their customers. Social media is about Trust. People trust their friends and their opinions count, so organisations that tap into that trust can either benefit by building a strong relationship or be punished for abusing that trust with their customers.

Social users tell nearly 3 times as many people about a good or bad experience and spend on average 30% more with companies that they are connected to online. Being able to tap into the social networks, shape the conversation and respond to customers’ needs can be a decisive tool in achieving competitive edge. With BT Cloud Contact Centre you can control the avalanche of social interactions around your brand and build stronger relationships