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Solutions
Solutions
Whatever your business challenges, wherever you are, BT Ireland can tailor solutions to meet your business needs. What type of business are you?
Global Enterprise
Operating globally presents as many challenges as opportunities. BT understands what these challenges are and how to overcome them.
Multiple sites in Ireland and the UK
Spread across Ireland and the UK, business faces many challenges to keep sites connected and people on top of everything that’s going on.
Single location
Business can thrive, even in tough times but your cost base must be carefully managed. BT communication solutions are just what’s needed.
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Business Needs
Business Needs
How can you build a sustainable organisation? Communicate effectively? Create a customer focused organisation? Create a secure and risk resilient organisation? Increase efficiency? BT have the answers to these questions and more.
How can I free up my IT resources, save money and improve service?
BT Compute offers dedicated and expert data centre services delivered from our state-of-the-art centres in Dublin and Belfast.
BT Cloud Contact Centre – Changing the Customer conversation
Social media and mobile devices are fundamentally remapping the relationship between companies and their customers.
How do I join the BYOD revolution securely?
Embrace the benefits of Bring Your Own Device with the right networking infrastructure from BT and Cisco.
How can I build a sustainable organisation?
Sustainability offers significant opportunities for both your organisation and the environment.
How can I create a secure and risk resilient organisation?
You can never eliminate risk entirely. It has always been part of doing business.
How can I increase efficiency across my business?
Efficiency improvements usually take place at a department or line of business level
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About Us
About Us
To our customers we are unique — no other company has the scope, reach and capability that can help their business succeed. We provide business and government organisations the full scope of all their communications and IT services securely and efficiently.
BT Group
BT is one of the world's leading providers of communications solutions and services operating in more than 170 countries.
BT in Ireland
BT operates across Northern Ireland and the Republic of Ireland as an all island operation, headquartered in Belfast and Dublin, and employing close to 3,000 people.
Our Network
BT believes that the future of communications depends on continuous infrastructure development as well as using the most innovative and sophisticated technology.
Quality Certification
Quality is inherent in the way BT Ireland does business and how we manage our processes and our people.
Social & Environment Responsibility
BT Ireland recognises that in our day-to-day operations, we as a business inevitably impact on the environment in a number of ways.
Disability Services
This guide is the result of telecoms industry co-operation to help and inform telecoms users with disabilities what different telecoms companies offer.
Customer Service
BT is totally committed to providing you with the best possible customer service, whether you are dealing with us over the phone, by post, or online.
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Media Centre
Media Centre
From the latest BT press releases to the local news in your area.
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Products & services
BT Onsite Contact
Giving you full control
Enhance your organisation’s performance and your brand personality
Today, your contact centre is key to both your brand and bottom line. Internally it must be cost efficient, flexible and productive. Externally, it must communicate, engage and respond.
For your customer, and for you, time waiting is time wasted. And worse, with today’s social media networks customers can potentially tell thousands of people what their experience with your business has been like, in an instant.
So the bespoke service, response and resolutions you offer - what your customer expects from you – matter more than ever.
BT Onsite Contact puts a world-class contact centre at your fingertips. It gives you the power to shape your customer relationship management in line with changing strategy, fluctuating demand and an often turbulent market.
Key benefits:
Reduce the cost of customer interactions
Faster, more decisive responses to customer contact save you time and money. Identify and correct operational inefficiencies through contact analytics. Save on resource costs by enabling the same number of agents to deal effectively with more interactions.
’Network your experts’ for added value
Connect your customer directly to the expert best equipped to answer their question, regardless of location. Your networked experts can improve first contact resolution rates and have the insight and knowledge to suggest further benefits.
Engage with customers more proactively
Access instantly available historic and real-time contextual information to connect with your customers. Your agents can be aware of past transactions and dialogue so your customer doesn’t have to start from scratch. You can engage with them more effectively by understanding what has gone on before. Incorporate social media monitoring and response into contact centre operations to be even more informed.
Improve customer satisfaction and brand awareness
Offer better first-contact resolution. Minimise call transfers. Guarantee your response time, whatever the communication method. Develop your brand personality through highly professional, efficient and rewarding interactions.
Increase workforce productivity
Instant access to the most relevant, up-to-date customer information using one interface allows staff to deal with more enquiries, more efficiently. Improved collaboration between your back-office and customer service teams means more productivity and profitability.
Develop and retain excellent employees
Monitor and manage the quality of agents’ performance as they interact, and pinpoint training areas for improvement. Putting a single, integrated, world-class system into the hands of your best people helps increase job satisfaction, and even offers the flexibility of remote working.
Better allocation of resources
See where the ‘peaks and troughs’ of customer enquiry numbers typically occur, and put in place the right number of agents for maximum efficiency.
Evolve your organisation
By enhancing your customer contact experience, and increasing the efficiency of your operations through world-class technology, you take key internal and external steps to becoming more competitive in your market.
Retain full control of your contact centre and strategy
With full ownership, you can direct your contact centre operations as you wish, in response to your strategy or market demands.
Bespoke to your customer service model
We can customise the infrastructure to reflect the operations and service expectations of your customers, administrators, supervisors and agents, giving you your contact centre, your way.
Security and compliance
You get the ability to pre-complete security checks and basic questions, and you are better able to satisfy the demands of increasingly stringent regulation.
Core Features
| Sophisticated call routing and contact management | Create and modify call routing scripts, agents, queues, teams and sites. Record and integrate customer calls into the CRM tool kit. Prioritise calls within queues. |
| IVR call management | Customer self-service and call steering help you offer the right response, at the right cost and from the right person |
| Multichannel functionality | Enhance your customer contact experience by offering the option of web-based communication channels, such as e-mail, chat, co-browsing and call back. Together with voice, your customer has never had more choice |
| Advanced management interface | Comfortably manage multiple forms of customer contact through a single, intuitive interface, together with an embedded administration dashboard to deal with reporting requirements |
| Real-time and historic reporting | Supervisors can manage contact centres from anywhere, with access to reports on customer contacts, method of interaction, speech, analytics and agent performance, even using their own devices |
| Easily integrated within your infrastructure | We support legacy systems and old technologies such as Time Division Multiplexing, right through to IP or SIP based - whatever infrastructure you have, we can support you all the way, offering you a roadmap to new technologies |
| Limitless agents | Regardless of how many, or how few, agents you have in place, you can easily scale up the seats required – whether it’s 20 or 10,000 |
| Fully owned by you | You remain in full control of your own customer contact strategy, and have the flexibility to adapt the system specifically to your needs in response to market conditions |
| Social media monitoring and response | You have the option to integrate your social media policy into contact centre strategy by transforming social media interactions into relevant, searchable communications that can be responded to by agents |
| Full BT support | BT will support you all the way, from integration to professional services, placing some of the world’s most advanced communications technology in your hands |
Why BT
The right partner for you.
With clients in every industry and company size – from global finance to local government we have established over 4,000 call centres globally over the last ten years, and provide global network solutions to over 600 customers with over 1,000 contact centre sites spread across Europe, Asia Pac and the Americas. Over 70 customers already use the Cloud Contact platform – in fact, it is the one of the truly global on-demand contact centre IP platforms, with physical platforms on three continents.
We also operate one of Europe’s largest multimedia contact centres – handling 219 million calls a year – and have tested and proven the technology on a global scale.
Working with a trusted partner
BT is a trusted supplier in Ireland and is headquartered in both Dublin and Belfast. With a proven track record in delivering network infrastructure, we invest significantly in our network across Ireland and throughout the world. We do this to provide high quality network services whilst bringing the benefits of product innovation to our customers.
In Ireland, the scale and breadth of our local and global networks and services is unrivalled.
Trust the experts
We have an extensive portfolio of network services to meet your requirements in Ireland, UK and the rest of the world.
Our capabilities recognized across the industry by analysts:
- We lead on Network Availability – one of your top 3 priorities – Telemark 2011
- Leaders quadrant of the Gartner Pan European Network Service Providers Magic
- Quadrant for the 7th consecutive year
- Leaders quadrant of the Gartner Global Network Services Providers Magic Quadrant for the 6th year
- In 2010 we were recognized at the World Communications Awards as the “Best Global Operator”.
Related
Products & Services
BT Optimise Contact
Improve your operation by managing all your contact centre intelligence.
BT Onsite Contact Avaya
BT and Avaya can transform your contact centre operations through a range of integrated features, capabilities and applications.
BT Onsite Contact Cisco
Increase contact centre flexibility and efficiency, and improve customer service with a Cisco-based contact centre.
BT Onsite Contact Genesys
The Genesys Customer Interaction Management Platform is the next step in how contact centres manage customer interactions.
BT Auto Contact
Increase customer satisfaction and reduce costs.
