Optimise Cloud Contact
Deliver a superior customer experience.
Available in the cloud or on-site, our cloud contact centre solutions inform better operational decisions, increase productivity and improve customer experience.
Deliver a superior customer experience.
Available in the cloud or on-site, our cloud contact centre solutions inform better operational decisions, increase productivity and improve customer experience.
Data-driven customer care
Data-driven customer care
Improve your contact centre performance and deliver a superior customer experience.
- Using data insights, we can help to identify existing inefficiencies, understand root causes and take corrective action.
Be more efficient
- Resolving disputes can be time-consuming and costly. Optimise Cloud Contact can help get your customers through to the right people the first time.
Increase first call resolution
- Choosing a cloud-based solution means no on-site hardware or software maintenance – leaving you more time to focus on really adding value to your customers.
Simple maintenance
- Using data insights, we can help to identify existing inefficiencies, understand root causes and take corrective action.
Be more efficient
- Resolving disputes can be time-consuming and costly. Optimise Cloud Contact can help get your customers through to the right people the first time.
Increase first call resolution
- Choosing a cloud-based solution means no on-site hardware or software maintenance – leaving you more time to focus on really adding value to your customers.
Simple maintenance
Voice recording and speech analytics
Meet your compliance and regulatory requirements with our voice recordings. Gain earlier detection of customer dissatisfaction with advanced speech analytics, and gather insights to help retain your customers and identify sales opportunities.
Meet your compliance and regulatory requirements with our voice recordings. Gain earlier detection of customer dissatisfaction with advanced speech analytics, and gather insights to help retain your customers and identify sales opportunities.
Meet your compliance and regulatory requirements with our voice recordings. Gain earlier detection of customer dissatisfaction with advanced speech analytics, and gather insights to help retain your customers and identify sales opportunities.
Meet your compliance and regulatory requirements with our voice recordings. Gain earlier detection of customer dissatisfaction with advanced speech analytics, and gather insights to help retain your customers and identify sales opportunities.
Workforce management and optimisation
Reduce operational costs and increase staff productivity by automating and streamlining your processes. Create a superior experience for agents and customers – improve your employee engagement and maintain higher levels of customer satisfaction.
Reduce operational costs and increase staff productivity by automating and streamlining your processes. Create a superior experience for agents and customers – improve your employee engagement and maintain higher levels of customer satisfaction.
Reduce operational costs and increase staff productivity by automating and streamlining your processes. Create a superior experience for agents and customers – improve your employee engagement and maintain higher levels of customer satisfaction.
Reduce operational costs and increase staff productivity by automating and streamlining your processes. Create a superior experience for agents and customers – improve your employee engagement and maintain higher levels of customer satisfaction.
Data and analytics
With our desktop and process analytics, get insights into where your employees are allocating time across desktop applications – help to identify and correct process inefficiencies.
With our desktop and process analytics, get insights into where your employees are allocating time across desktop applications – help to identify and correct process inefficiencies.
With our desktop and process analytics, get insights into where your employees are allocating time across desktop applications – help to identify and correct process inefficiencies.
With our desktop and process analytics, get insights into where your employees are allocating time across desktop applications – help to identify and correct process inefficiencies.
Improve the quality of your service
Optimise Cloud Contact can help to improve the quality of customer service and elevate your customer's satisfaction. Encouraging these behaviours in your business can also encourage employee accountability.
Optimise Cloud Contact can help to improve the quality of customer service and elevate your customer's satisfaction. Encouraging these behaviours in your business can also encourage employee accountability.
Optimise Cloud Contact can help to improve the quality of customer service and elevate your customer's satisfaction. Encouraging these behaviours in your business can also encourage employee accountability.
Optimise Cloud Contact can help to improve the quality of customer service and elevate your customer's satisfaction. Encouraging these behaviours in your business can also encourage employee accountability.
The 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 remote?
Contact centre sustainability reporting
Is your contact centre sustainability reporting as accurate as it needs to be? Net zero progress must be comprehensively reported for credibility, so contact centre operators need appropriate reporting for their cloud-based private data centre services.
Why choose BT for cloud contact solutions
To transform your contact centre, you need to choose a partner you can trust. We’ve established over 4,000 contact centres with more than 60,000 agents globally.
Unrivalled expertise
Our cloud contact solutions deliver five million calls and 500,000 messages in 120 countries monthly – so we know what to expect.
Premium partnerships
Our ecosystem of market-leading partners brings everything together to deliver seamless integrations across your day-to-day applications, contact centre and unified communications.
Global reach
Optimise Cloud Contact serves global customers spanning the UK, Europe, the Middle East, Africa and the Americas, working with businesses of all sizes, across many industries.