Customer Relationship management

Products & services

BT Onsite Contact

Contact us by email Sign up to receive updates

Giving you full control

Enhance your organisation’s performance and your brand personality

Today, your contact centre is key to both your brand and bottom line. Internally it must be cost efficient, flexible and productive. Externally, it must communicate, engage and respond.

For your customer, and for you, time waiting is time wasted. And worse, with today’s social media networks customers can potentially  tell thousands of people what their experience with your business has been like, in an instant.

So the bespoke service, response and resolutions you offer - what your customer expects from you – matter more than ever.

BT Onsite Contact puts a world-class contact centre at your fingertips. It gives you the power to shape your customer relationship management   in line with changing strategy, fluctuating demand and an often turbulent market.


Key benefits:

Reduce the cost of customer interactions
Faster, more decisive responses to customer contact save you time and money. Identify and correct operational inefficiencies through contact analytics. Save on resource costs by enabling the same number of agents to deal effectively with more interactions.

’Network your experts’ for added value
Connect your customer directly to the expert best equipped to answer their question, regardless of location. Your networked experts can improve first contact resolution rates and have the insight and knowledge to suggest further benefits.

Engage with customers more proactively
Access instantly available historic and real-time contextual information to connect with your customers.  Your agents can be aware of past transactions and dialogue so your customer doesn’t have to start from scratch.  You can engage with them more effectively by understanding what has gone on before. Incorporate social media monitoring and response into contact centre operations to be even more informed.

Improve customer satisfaction and brand awareness
Offer better first-contact resolution. Minimise call transfers. Guarantee your response time, whatever the communication method. Develop your brand personality through highly professional, efficient and rewarding interactions.

Increase workforce productivity
Instant access to the most relevant, up-to-date customer information using one interface allows staff to deal with more enquiries, more efficiently. Improved collaboration between your back-office and customer service teams means more productivity and profitability.

Develop and retain excellent employees
Monitor and manage the quality of agents’ performance as they interact, and pinpoint training areas for improvement. Putting a single, integrated, world-class system into the hands of your best people helps increase job satisfaction, and even offers the flexibility of remote working.

Better allocation of resources
See where the ‘peaks and troughs’ of customer enquiry numbers typically occur, and put in place the right number of agents for maximum efficiency.

Evolve your organisation
By enhancing your customer contact experience, and increasing the efficiency of your operations through world-class technology, you take key internal and external steps to becoming more competitive in your market.

Retain full control of your contact centre and strategy
With full ownership, you can direct your contact centre operations as you wish, in response to your strategy or market demands.

Bespoke to your customer service model
We can customise the infrastructure to reflect the operations and service expectations of your customers, administrators, supervisors and agents, giving you your contact centre, your way.

Security and compliance
You get the ability to pre-complete security checks and basic questions, and you are better able to satisfy the demands of increasingly stringent regulation.


Core Features

Sophisticated call routing and contact management Create and modify call routing scripts, agents, queues, teams and sites. Record and integrate customer calls into the CRM tool kit. Prioritise calls within queues.
IVR call management Customer self-service and call steering help you offer the right response, at the right cost and from the right person
Multichannel functionality Enhance your customer contact experience by offering the option of web-based communication channels, such as e-mail, chat, co-browsing and call back. Together with voice, your customer has never had more choice
Advanced management interface Comfortably manage multiple forms of customer contact through a single, intuitive interface, together with an embedded administration dashboard to deal with reporting requirements
Real-time and historic reporting Supervisors can manage contact centres from anywhere, with access to reports on customer contacts, method of interaction, speech, analytics and agent performance, even using their own devices
Easily integrated within your infrastructure We support legacy systems and old technologies such as Time Division Multiplexing, right through to IP or SIP based - whatever infrastructure you have, we can support you all the way, offering you a roadmap to new technologies
Limitless agents Regardless of how many, or how few, agents you have in place, you can easily scale up the seats required – whether it’s 20 or 10,000
Fully owned by you You remain in full control of your own customer contact strategy, and have the flexibility to adapt the system specifically to your needs in response to market conditions
Social media monitoring and response You have the option to integrate your social media policy into contact centre strategy by transforming social media interactions into relevant, searchable communications that can be responded to by agents
Full BT support BT will support you all the way, from integration to professional services, placing some of the world’s most advanced communications technology in your hands


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 unrivalled.

Trust the experts

We have an extensive portfolio of network services to meet your requirements in Ireland, UK and the rest of the world.

Our capabilities recognized across the industry by analysts:

  • We lead on Network Availability – one of your top 3 priorities – Telemark 2011
  • Leaders quadrant of the Gartner Pan European Network Service Providers Magic
  • Quadrant for the 7th consecutive year
  • Leaders quadrant of the Gartner Global Network Services Providers Magic Quadrant for the 6th year
  • In 2010 we were recognized at the World Communications Awards as the “Best Global Operator”.




Download the BT Onsite Contact Datasheet

BT Onsite Contact >

PDF - 485 Kb

Download the BT Onsite Contact Datasheet