Organisations are under growing pressure to revamp the way in which they manage contact with customers and prospects. Changing consumer behaviours have placed increased demands on organisations. At the same time a crowded marketplace is squeezing costs.
The challenge is how to improve service and develop more profitable relationships, whilst maintaining efficiency - particularly when customers are more willing to switch suppliers if their needs are not met. BT has developed a set of focused propositions to help organisations address this fundamental challenge, which are detailed below.
Quick Start - Making Contact Centres Efficient
While many organisations are aware of the importance of improving the efficiency of their contact centre and improving customer service levels, it's often difficult to understand where to direct and prioritise activity to deliver the best business results. There is also a multitude of contact centre technologies now available from different vendors to help drive efficiency and effectiveness - so much so senior managers can find it a struggle to evaluate them accurately and decide how to adopt the relevant technology for their business.
The BT 'Making Contact Centres Efficient' Quick Start service assesses the capabilities of your contact centre operations - benchmarking them against good industry practice - and identifies how to improve these capabilities in the short and long-term. Specifically, using modelling techniques, BT can help you understand and quantify the effects of changes to a contact centre operation, evaluate the different options available and provide evidence to inform the business case.
The Quick Start service involves the relevant stakeholders from the start in discussions and demonstrations of opportunities for enabling transformational change. The process helps you create an implementation plan and realise the potential.
In particular, you will be able to:
- Ensure project sponsors and stakeholders agree the reasons for change
- Ensure project sponsors and stakeholders commit to the process of change
- Identify and address the root causes of existing problems
- Approach implementation with the confidence that benefits will be seen across the business
- Drive implementation using the best combination of processes, people, technology and locations
- Click here for a complete view of BT's CRM capabilities
BT Contact Centre with Cisco
Create unique customer experiences for your customers by exploring new possibilities and realizing the full potential of your contact centre. Delivering unique customer experiences requires a well designed and properly deployed contact centre. Yet the number and complexity of applications involved in contact centres make deployments among the most challenging, calling for knowledge and skill sets that in-house IT organizations may not have. Cisco Unified Contact Centre Services, delivered by Cisco and BT, help you create unique customer experiences. Designed to help transform your customer relationships. Cisco's solutions complement your in-house skills and help achieve operational efficiency. Our services help contact centres maximize customer relationships, enable richer collaboration, and accelerate technology innovations, to gain and sustain competitive advantage.
We provide these capabilities through three core services:
- Cisco Unified Customer Contact Center Planning and Design Service
- Cisco Unified Customer Contact Center Remote Management Services
- Cisco Unified Customer Contact Center Optimization Service
Cisco's Unified Contact Centre Services help you to:
- Accelerate innovations into business transformation
- Enrich your customer interactions to capture competitive advantage
- Sustain advantage using an adaptable platform
- Remove artificial barriers between you and your customers
- Engage your entire business in support of customers
- Provide consistent services based on proven methodologies, tools, and talent
- Assure operational readiness from the onset
- Achieve self-sufficiency at your own pace
BT Contact Centre with Avaya
Avaya Call Centre helps agents handle calls more effectively with its proven and innovative call routing and resource selection capabilities. Avaya Call Centre offers if/then call routing that makes use of context-based inputs and versatile resource selection capabilities. In addition, contact centre professionals can choose whether inbound calls will connect with the least busy agent, the first available agent or the agent with the skills needed by a particular customer. Virtual Routing offers multi-location enterprises the ability to maximize resource utilization across all sites.
With Avaya Business Advocate, customers can achieve optimal call centre performance in rapidly changing business environments. Expert routing software developed at Avaya Labs lets customers implement complex customer service, agent resource, and enterprise planning strategies as critical formulas in call centre operations.
Because Avaya Call Centre can integrate with traditional circuit switched, H.323, SIP networks as well as hybrid environments, call centres can maintain their investment in existing hardware and software assets. The Avaya Call Centre serves as the foundation for other Avaya Customer Service solution components: multi-media contact centre, proactive contact, self service, agent performance, and centralized real time and historical reporting.
The 2007 Nemertes Research study which interviewed 125+ enterprises that have implemented IP telephony, named Avaya as having the lowest Total Cost of Ownership (TCO) of all major vendors for deployments of 1000+ endpoints. The study showed Avaya as having the lowest capital and operational start-up costs due to flexible implementation timelines, extensive management tools and comprehensive support.
Benefits
- Delivers more consistent, personalized customer service by matching agent skills with caller needs.
- Provides maximum flexibility in call routing decisions.
- Reduces costs while increasing efficiency and effectiveness by supporting agent specialization and consolidation.
- Supports branch office and distributed enterprise model for contact centres.
- Provides routing capabilities across locations to enhance survivability options.
- Interoperates with, and enhances, the other Avaya Customer Contact components: multi-media contact centre, proactive contact, self service, agent performance, and centralized real time and historical reporting.
BT Contact Centre with Nortel
No longer is the contact centre just a call centre where phone orders are taken or technical support given. It is a complex entity that serves many purposes: from integrated sales across entire product portfolios, to customer service across all stages of a customer's lifecycle. Evolving technology and customer demands mean that today's contact centre is the business' key differentiator - it's the 'front door' - and must offer responsive, personalized service on the customer's terms.
Customer Experience 2.0 and Web 2.0 - the second wave of the World Wide Web - is creating a significant shift in how people and customers interact via the Internet and how you will create a breakthrough customer experience. It's customer-centric, it's immersive and it invites customers to become an interactive part of a community where they can become key influencers - busy blogging, chatting and emailing. Busy reaching out to your contact centre using every way and device imaginable.
Because of this, the customer experience is now key in the success or failure of a business, with one bad experience proliferating through the web like wildfire and finding its way to the desktops of many with a single click. Nortel's bold Customer Experience 2.0 philosophy delivers companies competitive differentiation by incorporating customer relationship strategies into the enterprise's operations with applications to manage and understand customer interactions. This allows customers to do business with companies on their terms anywhere, any time and on any device.
This adds up to become a powerful opportunity for you to leverage the contact centre to achieve a unique business differential, building stronger bonds with customers and enhancing loyalty. Contact centres today can offer a richer customer experience, more cost-effectively than ever before. Integrating voice, email and the web as well as the latest technologies such as Session Initiation Protocol (SIP) offers an open platform environment, opening up a world of possibilities for your enterprise.
BT Global Inbound Services (Voice)
BT Contact Centre Service (BTCCS), with over a billion minutes on the global platform, physical nodes in 30 countries, originations from over 160 countries, terminations to anywhere in the world, and an annual growth rate of over 40%, is the largest and fastest growing global inbound voice service in the world. BTCCS is built to give multinational enterprises the tools and services they require to rationalize their global inbound services, enabling them to significantly reduce agent costs and scale down redundant facilities while simultaneously increasing the quality of service they give their customers. Please click here to find out more about BT Contact Centre Service.
Next Generation Contact Centre
BT's Next Generation Contact Centre (NGCC) is a pre-packaged, 'out-of-the-box,' multi-channel contact centre offering that can be seamlessly integrated into any existing call centre infrastructure. It is an enhancement of BT's current CRM portfolio, bundling the best features into a single, powerful centre, hosted by BT as either a dedicated service (On-Net) or a shared service (On-Demand).
We have simplified integration to offer customers a pre-packaged solution that is flexible enough to grow with their business.
Benefits
- Increased customer satisfaction - our customers can benefit from multi-channel access to their organization and intelligent contact routing technology to match their customers directly to the employees best suited to handle their enquiry
- Greater business agility - customers can start small and adopt a 'pay as you grow' model, which offers flexibility and a cost-effective solution for small sites. They can adapt to changes in their business requirements - such as seasonal fluctuations or new business demands - adding or removing technology as required
- Lower cost of ownership - hosted and on-demand setup option provides for a quicker rollout, lower upgrade costs and less technical risk
- Reduced risk, cost and implementation time - reduces risk, cost and time to deliver by combining technology from leading vendors with networking and delivery experience from BT
- Quicker return on investment - provides faster implementation and lower capital outlay. Administration is centralized and provides improved automation. Training can be integrated and the use of available resources optimised.
Outsourced Contact Centre Services
Save your organisation costly technology and training investment by allowing BT to provide your contact centre for you to an award-winning standard.
Contact Centres provide businesses and organisations with the ability to manage their customer contacts in a consistent, professional and cost-effective way. However, running a contact centre effectively is often not a core skill and many organisations look to outsource this activity, putting it in the hands of experts.
BT provides World-class end-to-end customer management solutions spanning both front-office contact handling and back-office business processes. Our approach is to provide our clients with a complete managed solution including people, buildings, applications and network. We believe end-to-end managed solutions provide our clients with consistent, high quality customer care allied with operational efficiency - in short, best value for money.
Case Study - The Capita Group Plc - Service Birmingham Ltd
Business Need:
A CRM & IP Telephony solution that offered Service Birmingham, the IT provider to Birmingham City Council, the ability to deliver Birmingham City Council's Customer First vision. The overall aim of Customer First is to ensure transparent public access to its customers and for the first point of contact to be at the heart of creating the right impression of customer service.
Solution components:
Cisco IP Contact Centre Enterprise, Cisco Communications Manager, Verint WFO, SAP CRM Desktop Integration & Professional Services
Business impact:
Heightened customer interaction and the overall customer experience itself through the enhanced capability of the Cisco solution.
BT differentiators:
Cisco technology and agility roadmap from IP Telephony (IPT) through to Unified Communications and Collaboration, Cisco IP Contact Centre Enterprise's CRM capability to deliver the Customer First vision, BT's ability and credibility to deliver and support a CRM and IPT solution.
