Customer Relationship management

Products & services

Contact Centres

1800 924 929

Your Contact Centre lies at the heart of your organisations ability to effectively meet and exceed the expectations of your customers.

The increasing demands on the contact centre reflect the:

  • Multi-channel communication it needs to deal with, including social media
  • The increasing awareness of customers armed with smartphones
  • The ability to remove obstacles and friction and make choice easy for customers
  • The introduction of agile working and “agent anywhere” concepts
  • Scalability – flexing down as well as up

Your Contact Centre needs to provide reliable, accurate information to your people to perform their day to day activities. With the uptake of rich media applications, Social media and ever increasing communications methods, the requirement for an optimum and scalable infrastructure is constantly increasing.

BT’s depth of experience in this area and our strategic partnerships with world leading Contact Centre providers such as Avaya, Genesys and Cisco, helps to demonstrate how we can have a positive impact on the way you serve your customers in your contact centre. Added to these leading solutions providers we also partner with software and applications specialists Verint and Nice to make sure your Contact Centre is optimised for your business needs.

 

BT Ireland can design, procure, build, deploy, run and manage the right architecture for your contact centre infrastructure. We understand the requirements of your end users and customers and how these can be met.

BT provides solutions which are cost-effective and relevant whilst making the most out of technology, and we can save your business time and money by implementing solutions which work across boundaries, time zones and organisations.

BT can help you choose, deploy and configure a range of business applications and help plan your future investments to ensure you achieve your contact centre’s strategic goals.

We will provide consultancy services to organisations, including Business process design, which looks at all aspects of the Contact Centre business including staff training, customer self-service and wider integration into the business process.

Talk to the Contact Centre experts. Talk to BT.

For detailed information on how Contact Centres solutions from BT, can help your business click here and one of our sales specialists will call you back.

Increasing demands on the contact centre that reflect the:

  • Multi-channel communication the CRM needs to deal with (including social media etc)
  • The increasing awareness of “super customers” armed with smartphones
  • The ability to remove obstacles/friction and make choice easy for customers
  • The introduction of agile working and “agent anywhere” concepts
  • Scalability – flexing down as well as up.

The contact centre needs to provide reliable, accurate information to agents to perform their day to day activities. With the uptake of rich media applications, Social media and ever increasing communications methods, the requirement for an optimum and scalable infrastructure is constantly increasing.

Our depth of experience in this area, Our strategic partnerships with key vendors, such as world leaders Avaya, Genesys, and Cisco, combined with a wide and flexible portfolio of solutions (both on premise and hosted) helps to demonstrate how we can have a positive impact on the way you serve your customers.

BT has developed its own hosted fully managed contact centre in the Cloud (BT Cloud Contact) which provides an efficient, scalable, economic solution that addresses many of the business drivers faced by organisations today.

 

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 unrivaled.