Products & services

Onsite Contact Genesys

Your agile, adaptable, advanced response

More than ever, your customer is king. Tech savvy and resourceful, he or she can interact with you via multiple communication touch points. Whether through webchat, Twitter, SMS, forms, emails, mobile or more, they expect your response to be instant and satisfying. So which technology is right for your contact centre, your back-office efficiency, your customer loyalty and your bottom line?

Whether you are a small or large contact centre, BT Onsite Contact Genesys gives you all-in-one customer service, from a complex bespoke deployment to a solution straight out of the box.

Using software that powers the world’s most advanced contact centres, yet packaged within a template suited to your business, Onsite Contact Genesys hands you full control over your own inbound and outbound customer interactions, leading to a consistently satisfying customer experience and high first call resolution rate.

The reliable, simplified infrastructure features SIP-based intelligent routing, which connects all customer communications and people throughout your enterprise, regardless of the channel on which they arrive.

With minimal set-up in about a month, your agents get advanced tools to capture, process, analyse all customer interactions. Through a simple user interface, you integrate voice, chat, email and other services, with real-time and historical reporting to give insights into your contact centre operations.

It extends customer service across the enterprise, optimising the performance of customer-facing employees. Interactions can be routed directly to the agents best placed to deal with the issue. For outbound campaigns, Onsite Contact Genesys adds value by sorting and prioritising leads, and directing them to the agent with the skills or experience to take them forward.

Delivered as a managed service from BT, you choose the template that best suits your needs, then add functionality as you see fit. A fully bespoke solution from BT and Genesys is also available to serve the most complex needs of the largest contact centre.

This proposition empowers your employees to keep customers positively engaged through outstanding service, while optimising their time. It helps your business grow and your brand stand out.

Whether you are a small or large contact centre, BT Onsite Contact Genesys gives you all-in-one customer service, from a complex bespoke deployment to a solution straight out of the box.

The right information at the right time for improved customer satisfaction

Using software that powers the world’s most advanced contact centres, yet packaged within a template suited to your business, Onsite Contact Genesys hands you full control over your customer interactions, leading to a consistently satisfying customer experience and high first contact resolution rate.

The reliable, simplified infrastructure features SIP based intelligent routing, which connects all customer communications and people throughout your enterprise, regardless of the channel on which they arrive.

With minimal set-up of about a month, your customer service teams get advanced tools to capture, process and analyse all customer interactions.

Additional features

High Availability	Technology that delivers maximum uptime during peak periods, ensuring customer dissatisfaction and frustration is kept to a minimum.
Genesys Web Customer Service	Unites the various threads of online communication, forming a single, coherent conversation and a rewarding customer experience.
Analytics	Allows you to analyse your flow of inbound and outbound interactions, an take measures to make your customer service processes more efficient and effective.
Workforce Management	Brings together business-centric information from different contact centre sources to pinpoint problems and identify remedial action whilst effectively managing resources with advanced scheduling capabilities.
Social Engagement	Ability to monitor your customer’s social media input on the channels they choose, and to respond with the same speed and transparency to encourage engagement and loyalty.
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

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”.