BT Ireland provides a range of solutions for improving the efficiency of onsite and cloud contact centres.
Because every customer engagement counts, it is important to measure the performance of agents and make sure inbound queries are resolved as quickly as possible by routing queries to the skilled people most qualified to deal with them.
BT Optimise Contact
Identify and solve inefficiencies. Monitor, explore and hone the performance of contact centre staff to deliver a better customer experience that is more efficient and cost-effective.
Features include:
- Contact recording
- Quality management
- Performance management
- eLearning for training
- Workforce management
- Interaction analytics
- Queuing solutions
Some features are also available as a cloud service.
BT Auto Contact
A range of BT self-service solutions free agents up to handle more complex calls more quickly – improving the overall customer experience while reducing costs and driving productivity.
Features include:
- Self-service
- Automated transactions
- Open standards
- CRM integration
- Fast deployment
- Reports and analytics
- Scalable
Why choose BT for contact centre
Tell me moreReal business problems solved by BT
Tell me moreCustomer Stories
See how we've helped diverse businesses deliver real benefits.
Emergency Call Answering Service
Pushing network and systems technology to their limits, BT Ireland’s Emergency Call Answering Service takes availability and responsiveness to new heights
Ensuring Coronavirus is no obstacle to emergency calls
BT worked quickly to guarantee that Ireland’s essential Emergency Call Answering Service (ECAS) could carry on as normal during the pandemic.
Standard Life
When the financial services company badly needed to upgrade ageing voice and data networks, it selected BT as its global network services partner
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