IDENTIFYING THE CHALLENGES

Operators face the significant challenge of managing and coordinating customer interactions across multiple channels (including online, call centres, High Street and resellers) and multiple departments, portfolios and geographies.

Their aim is to maximise the value of every customer interaction and to drive customer satisfaction and corporate performance. As operators move into new markets or deliver new products, it is vital that their customers feel that they are dealing with a single, unified organisation that recognises them at every contact point.

EXPLORING THE SOLUTIONS

BT Multi Media Contact Centre is a multi-channel, hosted, network-based proposition that gives operators the ability to ‘virtualise’ their customer contact operations across their complete enterprise. This enables inbound and outbound customer contact at the right place, to the right person, at the right time. Customers can therefore choose how they interact with companies, and receive the same level of service whether they pick up the phone and dial a customer service number, send an email or click a button on a website.
 
The proposition provides operators with flexible, commercial options that allow the service to be used on a pay-as-you-go basis, as well as offering a flexibility in commitment depending upon the size of their operation.

Specifically, BT provides the flexibility for our customers to increase or reduce their operation as quickly as necessary without the worry of capital investment. It also allows them to achieve economies of scale through the consolidation and rationalisation of resources (both people and technology).

The proposition can be integrated into an operator’s existing systems (such as CRM systems, databases, workforce optimisation systems and legacy TDM ACDs). BT can provide all the components for a successful deployment of service, including professional services.

REAPING THE BENEFITS 

• A unified, high quality customer experience across multiple channels
• Flexible terms to increase or reduce capacity to meet demand 
• Rationalisation of resources
• With the hosted solution, operators can focus on their core business rather than the infrastructure