Customer Relationship management

Products & services

BT Optimise Contact

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Optimise your customers experience

Optimise Contact sharpens your operational performance and helps you deliver what customers want – excellent service, first time:

Gain invaluable insight: Identify inefficiencies, understand route causes and take action to address

  • Understand why inefficiencies occur and discover the reasons why customers call
  • Develop your offer/products in response and present solid, measurable reasons for implementing strategy change

Optimise your workforce: Ensure you have the right people with the right skill set at the right time to help customers

  • Instantly assess the quality of agent/customer interaction, and pinpoint areas of performance which require development
  • Plan optimum staffing levels and streamline call flow
  • Empower staff to respond with confidence and answer the questions customers ask

Improve the customer experience: Reduce handling times and link customers with better-informed employees who can answer their enquiries first time

  • Reduced queuing and personalised call back options remove the frustration of waiting
  • Better-equipped and informed agents resolve issues more quickly and deliver sharper service
  • Respond to fluctuating traffic. Manage peaks and troughs in demand without loss of customer service or increased agent headcount

Reduce costs:

  • Spend less time on dispute management with recorded calls
  • Identify and correct inefficiencies through call analytics
  • Get more value from better-trained, better-informed staff


Opex or Capex the choice is yours

Optimise Contact is available onsite and elements of it are available in the cloud.

If cloud suits you, you can enjoy all the benefits of a leading workforce optimisation solution, including contact recording, workforce management, quality monitoring, speech & text analytics, and post call survey on a flexible per user per month basis.

If onsite is your preferred option we’ll work with you define what it is you need and the best solution to meet those needs.


Not just the best solution, the right solution

Not just the best solution, the right solution
We are vendor agnostic. We are not dependent on any one supplier. We discover, develop and deliver the right solution for you.

Global communications network
BT delivers communications and IT services to over 10,000 organisations and governments worldwide, including more than 25 per cent of Fortune 500 organisations.

Worldwide, world-class talent
We employ more than 100,000 people around the world – approximately two-thirds of them outside the UK, covering over 170 countries, with 60 data centres worldwide.

Contact centres successfully deployed
To date, we have deployed around 4,000 contact centres globally to over 1,000 customers, including the world’s largest hosted contact centre with over 32,000 seats.

A unique network of expertise
Working closely with world-class partners we can provide complete end-to-end contact centre infrastructure and peripherals, including network services integration, LAN, WAN and security.

Smart solutions to complex situations
We provide solutions to over 75 per cent of the world’s largest banks, 11 out of 20 of the largest airlines, and 8 out of 10 of the world’s largest utility companies.


Technical specifications

Globally recognised technology enabling outstanding customer interactions

BT Optimise Contact can meet your need for:

Contact recording: Capture, index, and retrieve audio and screen interactions between customers and agents.  Better monitor customer care standards and deal more easily with regulatory requirements and dispute management.

Quality management (QM): Monitor and appraise customer interactions, and see where efficiencies and improvements can be made for a faster, more direct resolution.

Performance management: View role-appropriate scorecards containing the key performance indicators (KPIs) relevant to your business to ensure your contact centre and staff are performing against their goals.

eLearning: Automate and simplify training by making lessons available on the desktop and deliver them at the most opportune time. Ensure you consistently build employee skills and awareness of new regulations, processes, products and programmes.

Work force management:  Get visibility into staffing, processes and workload across the contact centre. Reduce costs and enhance performance by staffing appropriately to meet current and projected workload.

Interaction Analytics: Gain insight into customer behavior, market opportunities, process issues and rising trends through speech and text analytics.

Real time interaction analytics: Identify issues in ‘real time’ within a call and recommend the next best action for the agent.

Digital signage: Intelligent visual communications solutions display real-time data and up-to-the-minute content. Enjoy 24/7 visibility of call volumes and agent performance levels. Improve employee efficiencies and enhance service levels.

Queuing solutions: Answer more calls with the same number of agents and reduce customer waiting through call back option. Smooth peaks and troughs, and balance contact centre workload for maximum efficiency.



Improve the quality of customer interaction across the globe

We work with a network of suppliers to deliver Optimise Contact. That means we can help you monitor, explore and hone the performance of your contact centre staff, the efficiency of your operations, and the quality of customer interaction across the globe.

To find out exactly what’s available in your region speak to your account manager.


Service level agreement

Great performance – guaranteed

Our strong, sophisticated systems and years of experience in managing them mean we set high targets for the availability of Optimise Contact. And our Service Level Agreement means it’s guaranteed. For more details, please contact your account manager.


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 IP Connect Ireland Datasheet

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Download the BT Onsite Contact Datasheet