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In the digital networked economy customers, citizens and associates will want to connect with your enterprise through a complex array of multimedia channels. From handling calls to email, SMS and the Internet, any enterprise that cannot treat all these channels with equal efficiency will be significantly disadvantaged. BT Contact Central is a simple integrated solution that can connect each member of your front line staff to your customer base through all these channels with ease. Facilities such as skills based routing, interactive voice response, automatic call distribution, wallboards, transaction history, agent desktop, conference calls, supervisor monitoring, reports, charts, call queuing and many more are provided as standard.
All the hardware, software, networking and professional services are provided pre-integrated through BT so you can be up and running in days. A simple ISDN line for voice and a network connection to your advisors is all that is needed to start. Distributed multi-site operations, remote working or new call centres services have never been easier to set up. A balanced set of + OnPacks can be added with no additional integration to provide more powerful features, from enterprise wide CRM applications and self service portals, to workforce management solutions. This is a low risk and economic way to deliver your call centre and then let it grow without barriers.
Starting with Contact Central Origin there is a clear road map for any organisation starting out on a journey to enhance multimedia communication with customers. From this fully operational call centre as the stating point customers can grow their CRM deployments as required.
- Web-based agent desktop for easy accessibility
- Multi-channel customer access
- Single-click contact management toolbar for seamless management of multi-channel communications
- Contact management client and customer database
- ACD for multi-channel queue and agent management
- IVR call management features for customer self service and call routing
- Real time and historic reporting capabilities
- Management tools to enable strategies and agents to be created
- Remote monitoring systems to allow BT to assist in the management and support of the solution provided
For further information or to speak to a member of our team please click here.
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