Contact Centre Next Generation
Deliver a better customer experience
Deliver a better customer experience
Move your customer contact operations to the cloud with Contact Centre Next Generation and deliver a seamless, agile and feature-rich omnichannel customer experience.
- Significantly reduce risk, costs and delivery times with combined technology from leading vendors and our delivery experience.
Reduce risk and costs
- Add agents in minutes, enter new markets and ramp up capability without tying up substantial capital investment.
Scale your operations
- Use intelligent contact routing technology to match customers with the agents best suited to handle their enquiry.
Increase customer satisfaction
- Significantly reduce risk, costs and delivery times with combined technology from leading vendors and our delivery experience.
Reduce risk and costs
- Add agents in minutes, enter new markets and ramp up capability without tying up substantial capital investment.
Scale your operations
- Use intelligent contact routing technology to match customers with the agents best suited to handle their enquiry.
Increase customer satisfaction
Virtualise your contact centre
Cloud contact doesn’t need on-site infrastructure, nor are there any hardware constraints. Skills-based routing enables customers to be directed to the most relevant agent, regardless of where they are. And agents can be literally anywhere – at home or on the move – they just need a headset-equipped multimedia PC and an IP connection.
Cloud contact doesn’t need on-site infrastructure, nor are there any hardware constraints. Skills-based routing enables customers to be directed to the most relevant agent, regardless of where they are. And agents can be literally anywhere – at home or on the move – they just need a headset-equipped multimedia PC and an IP connection.
Cloud contact doesn’t need on-site infrastructure, nor are there any hardware constraints. Skills-based routing enables customers to be directed to the most relevant agent, regardless of where they are. And agents can be literally anywhere – at home or on the move – they just need a headset-equipped multimedia PC and an IP connection.
Cloud contact doesn’t need on-site infrastructure, nor are there any hardware constraints. Skills-based routing enables customers to be directed to the most relevant agent, regardless of where they are. And agents can be literally anywhere – at home or on the move – they just need a headset-equipped multimedia PC and an IP connection.
The latest technology
With Contact Centre Next Generation, we provide you with a technology roadmap so you know in advance any new applications will be delivered pre-tested and pre-integrated. It means you get a world-class, ‘evergreen’ contact centre with the very latest technology and no infrastructure or maintenance costs.
With Contact Centre Next Generation, we provide you with a technology roadmap so you know in advance any new applications will be delivered pre-tested and pre-integrated. It means you get a world-class, ‘evergreen’ contact centre with the very latest technology and no infrastructure or maintenance costs.
With Contact Centre Next Generation, we provide you with a technology roadmap so you know in advance any new applications will be delivered pre-tested and pre-integrated. It means you get a world-class, ‘evergreen’ contact centre with the very latest technology and no infrastructure or maintenance costs.
With Contact Centre Next Generation, we provide you with a technology roadmap so you know in advance any new applications will be delivered pre-tested and pre-integrated. It means you get a world-class, ‘evergreen’ contact centre with the very latest technology and no infrastructure or maintenance costs.
Customise your contact
Integrate digital access channels, such as email, voicemail, web chat, social messengers, intelligent virtual agents and callback into your call centres to make them truly omnichannel. And give customers the choice to communicate with you on their own terms.
Integrate digital access channels, such as email, voicemail, web chat, social messengers, intelligent virtual agents and callback into your call centres to make them truly omnichannel. And give customers the choice to communicate with you on their own terms.
Integrate digital access channels, such as email, voicemail, web chat, social messengers, intelligent virtual agents and callback into your call centres to make them truly omnichannel. And give customers the choice to communicate with you on their own terms.
Integrate digital access channels, such as email, voicemail, web chat, social messengers, intelligent virtual agents and callback into your call centres to make them truly omnichannel. And give customers the choice to communicate with you on their own terms.
Deliver a secure, resilient service
Contact Centre Next Generation uses our carrier-grade security and global network of data centres. As the platform is network-based it can be activated anywhere very quickly. Authorised contact centre managers can add new agents or amend call-routing rules in seconds, ensuring you maintain full service even if staff are unable to work – ideal for business continuity planning.
Contact Centre Next Generation uses our carrier-grade security and global network of data centres. As the platform is network-based it can be activated anywhere very quickly. Authorised contact centre managers can add new agents or amend call-routing rules in seconds, ensuring you maintain full service even if staff are unable to work – ideal for business continuity planning.
Contact Centre Next Generation uses our carrier-grade security and global network of data centres. As the platform is network-based it can be activated anywhere very quickly. Authorised contact centre managers can add new agents or amend call-routing rules in seconds, ensuring you maintain full service even if staff are unable to work – ideal for business continuity planning.
Contact Centre Next Generation uses our carrier-grade security and global network of data centres. As the platform is network-based it can be activated anywhere very quickly. Authorised contact centre managers can add new agents or amend call-routing rules in seconds, ensuring you maintain full service even if staff are unable to work – ideal for business continuity planning.
Increase visibility with dashboards
Our unified agent desktop integrates old and new applications and services and delivers rapid, high-quality information with a dashboard for all your reporting. Agents can manage different types of customer contact, while ensuring each contact is recorded and tracked across the entire organisation. This gives you a 360˚ view of each customer, which helps boost revenue through more effective cross-selling and up-selling.
Our unified agent desktop integrates old and new applications and services and delivers rapid, high-quality information with a dashboard for all your reporting. Agents can manage different types of customer contact, while ensuring each contact is recorded and tracked across the entire organisation. This gives you a 360˚ view of each customer, which helps boost revenue through more effective cross-selling and up-selling.
Our unified agent desktop integrates old and new applications and services and delivers rapid, high-quality information with a dashboard for all your reporting. Agents can manage different types of customer contact, while ensuring each contact is recorded and tracked across the entire organisation. This gives you a 360˚ view of each customer, which helps boost revenue through more effective cross-selling and up-selling.
Our unified agent desktop integrates old and new applications and services and delivers rapid, high-quality information with a dashboard for all your reporting. Agents can manage different types of customer contact, while ensuring each contact is recorded and tracked across the entire organisation. This gives you a 360˚ view of each customer, which helps boost revenue through more effective cross-selling and up-selling.
Contact Centre Next Generation solutions
Contact Centre Next Generation is the future-proof customer contact solution that powers your people.
The complete guide to Contact Centre Next Generation
The what, why and how of moving your call centre to the cloud. Everything you need to know about Contact Centre Next Generation.
Why BT
We combine deep expertise with extensive capabilities in cloud, networking, security and creating unified communication solutions. We’ll help you define your strategy and provide end-to-end management to simplify your operations.We’re people obsessed
We put your people at the core of all solutions so they get a more enjoyable digital, physical and secure experience, which means they can work more efficiently and generate more value for you.You can rely on our network
Our network is trusted by thousands of organisations to keep them safe. And our experts can work with multiple technologies and legacy systems to create a single, secure network for your business, too.We’re security specialists
We protect governments, critical national infrastructure and global corporations from more than 6,500 daily cyber attacks. This gives us an overview of the complex security threat landscape, so our 3,000 security experts can help better protect your organisation.
