Flexibility and scalability are the main benefits of “pay-as-you-go” multimedia contact centre service delivered from the Cloud
BT today announced the launch in Spain of BT Cloud Contact, its cloud-based multichannel contact centre solution, designed to help organisations strengthen relationships with their own customers.
The launch of a Spanish Cloud Contact point of presence offers to BT’s local customers an access to a global contact management system with intelligent routing from and to 190 countries, as well as to a domestic service with a full range of national number ranges, and high voice quality.
BT’s customer contact management platform integrates a wide range of channels of communication, including email, voicemail, web chat and voice with calls dispatched to agents using the latest intelligent routing technology. Voice calls can be delivered to an agent either using the Cloud Contact softphone or making use of legacy on site telephony devices, thus avoiding the need to dismantle and replace existing estates.
Cloud Contact gives to BT customers the freedom to either use the embedded contact and case management tool to manage customers interactions, or to integrate with their CRM system of choice using the Cloud Contact API. Cloud Contact also includes a feature rich Salesforce.com connector.
This enables agents to manage multiple types of customer contacts from a single desktop, while ensuring each contact is recorded and tracked centrally. The result is faster contact resolution and a more efficient way of delivering customer service.
Cloud Contact optimizes contact centres’ productivity by managing geographically dispersed sites from centralized management and administration tools such as real time and historical reporting dashboards, voice recording, supervision and monitoring systems, workforce management and quality monitoring systems. Cloud Contact offers the flexibility and scalability required to meet seasonal business needs and “peak and valley” demand in a cost-effective way. The BT customer only pays for the number of agents used, and BT is responsible for the system’s management, maintenance and upgrades.
The solution can be scaled from 50 to more than 1,000 seats and is well positioned to address greenfield deployments or migration from traditional telephone lines to multimedia IP solutions.
Cloud Contact requires no more on site infrastructure than a PC for each agent, equipped with a headset or a basic telephone. It is ideal for companies that experience seasonal fluctuation in their demand or are deploying pilot projects in new or uncertain markets. This managed service also eliminates the need to make additional investments that will only be used to their full potential during peak times.
“Consumers increasingly use new channels to communicate with businesses and organisations. Where, previously, booking a holiday would involve a telephone call, today ,with a multi-channel contact centre, this can be done via email, web, SMS and other types of communication - in addition to the phone. The requirement to manage interactions with customers, employees and citizens across a variety of channels is leading to investments in new multichannel contact centre solutions. Additionally, businesses are more and more inclined to use business critical applications delivered from the Cloud, in order to minimize their financial and operational risks and manage change is a more agile manner. We believe that BT Cloud Contact is the best possible response to these new trends and to deliver a great performance,” says Jacinto Cavestany, country manager, Iberia, BT Global Services.
BT is today one of the world’s leading hosted contact centre providers, with a solid track record in delivering contact centre solutions to global organisations in a wide range of industries, including financial services, government agencies and retailers.
Cloud services, including Cloud Contact, are hosted in BT’s data centres with full backup to ensure availability, resilience, performance and security.