BT Wholesale’s Next Generation Contact Centre (NGCC) represents a new approach to contact centre solutions for Communications Providers.

It is designed to help businesses like yours deliver improved levels of service to your customers while helping you to reduce and rationalise costs.


NGCC DEFINED 

NGCC 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. 
 
 
NGCC BENEFITS

Because the NGCC solution is 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.

So even if your organisation has invested already in a significant contact centre implementation, NGCC from BT Wholesale can easily integrate with your current estate, adding capability seamlessly through the use of the latest sophisticated CRM and networking technology.

Increased customer satisfaction
Your customers will benefit from multi-channel access to your organisation. NGCC uses intelligent contact routing technology that matches your customers directly to the employee best suited to handling their enquiry – enabling you and your customers to benefit from earlier resolutions. This will improve customer experience, increase staff satisfaction and impact positively on your cost to service metrics.

Greater business agility
BT Wholesale’s NGCC enables businesses to start small and adopt a pay-as-you-go model. This offers improved flexibility and a means that smaller operations can experience all the benefits of IP applications and services that previously might have only been available to larger Communications Providers. The model also means that Communications Providers can more easily adapt to changes in their business requirements – for example, seasonal fluctuations or new product launches – adding or removing technology, applications and agents as required.

Lower cost of ownership 
Because BT’s NGCC is hosted and/or on-demand, there is less technical risk, quicker roll-out and lower upgrade charges.

Reduced risk, cost and implementation time
NGCC significantly reduces risk, cost and time to deliver by combining technology from leading vendors with networking and delivery expertise from BT.

Minimal compliancy worries
BT Wholesale’s NGCC removes your need to manage upgrade processes to meet new guidelines or legislation. BT Wholesale does it all for you. NGCC also means that voice recording and archiving applications, which may be necessary for compliancy purposes can be set up without hefty risk or investment.

Access to best-of-breed technology
With NGCC there is no risk of ending up in a technology cul-de-sac. All the technology which makes up the NGCC applications is part of a defined roadmap. BT Wholesale can help your business move seamlessly from the TDM world to the IP world. We can even help you to experience the benefits of SIP (session Initiation Protocol) enabled open architecture that delivers true presence capabilities.

The right solution for your business needs
NGCC is all about flexibility. This means you, as a Communication Provider can choose just the applications that your business requires. And as you grow – you can quickly and simple add more. NGCC is availible for 5 to 5000+ users.

Maximising sales opportunities
Contact centres are, of course, not solely about servicing customers or handling complaints.

They are also a critical channel to market. NGCC’s powerful applications extend the sales opportunities helping to generate new revenues as well as providing great service (might need more here).

Deliver genuine multimedia
BT Wholesale’s NGCC enables your operation to treat each media channel, i.e. calls, e-mails, SMS etc in an effective manner (might need more)

Take routine activities away from agents
Applications such as IVR (Interactive Vocie Response) are included within the NGCC suite. These enable more routine customer services to be automated, freeing agents to perform higher value tasks. BT Wholesale’s NGCC makes these applications available to smaller businesses.

Enable predictability of costs and certainty of technical upgrades
Because the solution is hosted or managed, you will not have to make any substantial capital outlays or be hit with sudden expensive upgrade bills. You will also be assured that BT Wholesale will take care of necessary technical upgrades as soon as they are needed.

Enable forecasting through access to sophisticated analytics tools
Communications Providers can manage their contact centres more efficiently by deploying NGCC’s sophisticated forecasting tools, making them available to all Communications Providers.

To find out more about the key features of our Next Generation Contact Centre solutions – download a pdf summary and watch an audio-enabled PowerPoint presentation by following the links on the right hand side of this page.

Learn more about BT Wholesale as a partner for your next generation customer experience CLICK HERE