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Welcome to the Next Generation of Customer Experience
Here you will be able to find out what you need to know about BT Wholesale’s Next-Generation Contact Centre (NGCC), which represents a whole new approach to contact centre solutions for Communications Providers.
Whatever the size of your operation, the markets you serve, or the contact centre infrastructure you have in place already, BT Wholesale’s NGCC can totally transform the way your business manages communications with your customers.
The challenge – the customer experience imperative
Competition across the communications sector has become nothing short of immense. Today’s end-customers, whether they’re consumers or SMEs, are saturated with choice. They can, and do, demand the highest quality service from their providers at all times – wherever they might be.
And it’s never been easier for them to go elsewhere if they don’t get the service they want.
So the acid test for many Communications Providers is their ability to meet the increasingly demanding requirements of their customers, providing them with a great experience every time contact is made, across a variety of channels. Multimedia is no longer just an option for the contact centre, it is becoming a necessity.
Those that can do this, and can do it cost-effectively, will be far better positioned to prosper and flourish within this highly competitive, highly volatile sector.
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The solution – BT Wholesale's NGCC
BT Wholesale's Next Generation Contact Centre solution can help your business to dramatically improve the customer experience while simultaneously reducing costs.
It’s a suite of IP-based, multi-channel contact centre applications that can be seamlessly integrated into your existing call centre infrastructure. They can be offered on-demand or as a hosted solution at one of BT’s contact centres.
Because the NGCC solution is also available on a 'pay-as-you' go basis, Communications Providers can experience the benefits of best-of-breed, IP-based services and applications without having to make any significant investment upfront. BT Wholesale's NGCC is a low-risk, simple, flexible and scalable solution available to Communications Providers whatever their size, market or existing infrastructure. The task of migrating from the TDM to an all-IP environment is easily achieved with NGCC.
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Why BT Wholesale?
BT is an industry leader in providing customer service and contact centre solutions for a wide range of b usinesses across different market sectors.
As well as having gained huge amounts of knowledge and experience from radically improving the strategies and operations of many of its customers, BT is able to pass on the know-how and lessons learned from successfully transforming its own contact centre operations.
BT Wholesale understands your business. We understand the complexities of the market that Communications Providers operate in.
We have all the necessary skills in project management and systems integration to be able to deliver a solution that meets your needs now, and in the future.
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BT's Next Generation Contact Centre
An overview of the components and technology that make up the NGCC Download Document
Our out the box, multi-channel contact centre service
View presentation with audio View PresentationDesigning the 21st Century customer experience: from agent to expert [9:30mins] View PresentationFuture drivers for customer experience:
delivering proactive service [7:32mins] View Presentation
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