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Onsite Contact Centres

BT Ireland helps businesses develop and manage their end-to-end customer service – onsite and in data centres – with contact centre solutions that provide the best possible customer experience at great value. You can leverage existing investments while adding new features and functionality to stay on top of changing customer expectations.

We will help you unlock the power of new channels and enable customers to contact you in the way they choose. Access historic and real-time information to proactively engage; use call routing and contact management tools to steer customers through to the right agents the first time.

Run a more cost-effective contact centre by increasing customer service efficiency. Deploy our contact centre solutions as a standalone entity or integrate seamlessly with your current infrastructure and applications. Either way, you will have the ability to drive through new strategies and adapt to changing market conditions.

BT Onsite Contact Centre

Serve your customers more personally, profitably and productively with a contact centre that leverages existing investments while shaping the way you communicate with customers in the future.

Features include:

  • IVR call management
  • Multichannel capability
  • Advanced outbound call options
  • Inbound/outbound features
  • Real-time and historic reporting
  • CRM integration
  • Scalability

BT Inbound Contact

A managed voice solution for contact centres, inbound calls are routed to the most suitable agent for a faster resolution of customer queries. Embedded applications and reporting tools are used to enhance the customer service.

Features include:

  • Multiple service number options
  • Intelligent routing
  • Advanced screening
  • Traffic management
  • Reporting
  • Self-service
  • 24/7 support

Onsite with Cisco

Unify voice, video and data to help your contact centre agents support multiple interactions simultaneously, and leverage BT and Cisco expertise to integrate disparate network technologies.

Features include:

  • Multichannel capability
  • Unified Communications
  • Integrate legacy technologies
  • Skills-based IP routing
  • Management and reporting tools
  • Workforce and quality management
  • Scalable

BT Onsite Avaya

In partnership with a world-leading communications company, BT offers a suite of contact service solutions that provide an end-to-end customer experience that is both flexible and cost-effective.

Features include:

  • Multichannel capability
  • Self-service
  • Seamless routing
  • Unified Communications
  • Social media manager
  • Facilitates home agents
  • Scalable

Customer Stories

See how we've helped diverse businesses deliver real benefits.

SPD Development logo

SPD Development

Pay-as-you-go cloud-based contact centre boosts customer service

Standard Life logo

Standard Life

BT assists a financial services transformation in a changing market

ECAS logo

Emergency Call Answering Service

BT was chosen through competitive tender to run Ireland’s Emergency Call Answering Service (ECAS)

Why choose BT for contact centre

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Real business problems solved by BT

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1800 924 929

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