Products

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.

All the hardware, software, networking and professional services are provided pre-integrated through BT so you can be up and running quickly. 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.

Contact Central consists of three main delivery options as follows

Contact Central OnPremise

Contact Central OnPremise includes the core Origin package with + OnPacks to provide enhanced functionality in key areas.

Contact Central Origin provides a clear road map for any organization 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. Contact Central Origin is powered by an autonomous blade server architecture that has enhanced performance, reliability and service levels than previous versions. Contact Central Origin is provided as an off-the-shelf package, which is pre-loaded with the software required to support 20 agents and interconnection points to voice, data and service networks. The solution utilises fully scalable server architecture which can allow the platform to expand to support thousands of agents.

Contact Central Origin can be expanded in product scope, scale, service, resilience and network reach using + OnPacks. These packs can be used to add incremental functionality such as sophisticated work force management systems or be used to increase the scale and resilience of the solution.

Contact Central OnDemand

Contract Central OnDemand is a solution from the Contact Central family. It operates in a hosted environment. It has been created to address the need for affordable CRM that is fast and easy to use and incorporates distinct process suites for sales, marketing & customer service staff embedded within the package based on functional matrixes that use Siebel's comprehensive understanding of sales, marketing service and analytics methodologies in use around the world today. The application empowers users as it facilitates the automation of sales, service and marketing tasks. This in turn results in improvements in efficiency and effectiveness and a positive impact on the bottom line.

The solution is delivered on a pay-as-you-go basis removing the need for capital investment and providing a low risk option that can be switched on and off as required. It is also fully scalable, enabling users to start with just a few seats and scale too many thousands.

Contact Central OnNet

Contact Central OnNet allows you to enjoy all the benefits of Contact Central OnPremise without having to worry about the maintenance and upkeep of your hardware platform. BT will host, manage and maintain all the server equipment you need to run your system in our secure data centres.

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