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Take to the cloud to resolve customer issues faster.

A strategic entry point into customer engagement is the contact centre. It has to meet the needs of agents and supervisors who want a simple and intuitive platform and consumers who expect a seamless experience.

You have to provide a powerful and memorable experience or risk frustrating customers who will quickly move on. Fast and easy interactions are essential, and they’ll reward organisations with more loyal customers and happier agents. Over 65,000 agents rely on BT, helping over 6,000 customers globally.

BT’s ability to address each customer’s unique requirements in the cloud is unmatched. On top of providing a core platform that’s reliable, repeatable and efficient, we can help you add multi-channel capabilities quickly and easily to enhance the customer experience. Customers can connect through the channel (or channels) of their choice – text/SMS, social media, chat, email, and calling contact options – or use 24/7 self-service through AI-powered virtual agents.

BT integrates partner products into end-to-end cloud platforms that we deliver as a managed service, where there’s only one number to call if there’s an issue. And you can trust us to get it right. We have delivered over 4,000 contact centres over the past 20 years, managing and integrating a range of feature-rich services in over 180 countries.

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WHITEPAPER Autonomous customer 2021

Our research with Cisco explores how coronavirus has affected contact centre solutions

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Our capabilities

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Seamless multichannel experience

Introduce channels that enable customers to choose how and when they contact you.

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Cloud-Enhanced engagement

Customer expectations are continually evolving and legacy systems you relied on in the past are not fit for purpose.

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Value through automation

Liberate your organisation from the capital expense of on-premise systems and use smart automation in the cloud to speed up issue resolution and save money.

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Our Cloud Contact Centre Solutions

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SOLUTION Cloud Contact Centre Solutions

Discover how cloud contact centre solutions from BT can help you deliver an exceptional service, allowing you to collaborate and connect with customers.

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SOLUTION Global Inbound Voice Network

Enhance customer experience and drive efficiency by manging incoming calls more effectively. Deliver a high-quality voice experience to your customers today.

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Further insights

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BLOG How to build a public cloud contact centre solution for a new age

If an organisation is looking for a public cloud contact centre solution, Genesys Cloud contact centre is specifically designed to tick off every requirement.

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Organisations everywhere are on a journey to migrate applications and services to the cloud to achieve increased flexibility and agility. One of the more complex and critical cloud projects is contact centres and enterprise telephony.

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BLOG From agents to zedonks: challenges of the future hybrid contact centre

How do you keep your contact centre running smoothly as a ‘centre’ when your agents aren’t all together and some are out working in the ‘wild’?

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Related solutions

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SOLUTION Connect your organisation and securely access the cloud, globally

Unlock your infrastructure and expand as a digital business.

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SOLUTION Build a productive digital workplace

Master the future of hybrid working by maximising your collaboration and productivity potential.

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SOLUTION Make security integral to your business

Digital security isn't just about technology. It's also about the relationships, intelligence and expertise you need to stay one step ahead in the security race.

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Our partners