What’s the difference between a cloud contact centre and a hosted contact centre?

A cloud contact centre is a contact centre solution where everything – from the infrastructure to the software and services – is hosted and delivered over the internet. Often it’s subscription-based, which means you can scale up or down, depending on your needs. A hosted contact centre sometimes also has cloud elements to it, like remote access. But often, it’s an on-premises contact centre with data stored on physical servers.

Can Genesys Cloud Contact Centre integrate with existing systems and applications?

Yes. It supports multiple types of integration and can connect to business systems in a number of different ways – using market-leading APIs. It easily integrates with your customer relationship management (CRM) systems, enterprise resource planning (ERP) systems, databases, enterprise data repositories, enterprise service buses, and other backend systems.

Customer contact

Choose from our range of contact centre solutions, designed to streamline your operations, enhance customer experience and free up your agents.

Five9

Harness the power of AI and the cloud to engage global customers on the channels of their choice.

Webex Contact Centre

Reduce overall costs and improve performance by making it simpler for your customer service agents to work from home.

Genesys Cloud contact centre

Work smarter with an enterprise-grade unified contact centre solution that gives customers the ultimate cross-channel experience.

Anywhere365

For Microsoft Teams customers, integrate a cloud-based contact centre for a seamless customer experience.

Fraud, security and compliance

Protect your customers and keep your operations compliant with our flexible and easy-to-manage contact centre security solutions.

Optimise Cloud Contact

Detect changes in customer behaviour and get valuable insight that helps you make informed business decisions.

Smart Messaging

Increase customer engagement by creating personalised two-way conversations on your customers’ channel of choice.

Nuance Gatekeeper

Protect your customers and your business with our biometric authentication and fraud prevention solution.

One Connect

Reduce costs while improving knowledge sharing, data protection and productivity with One Connect.

Why choose BT for customer contact

We’re a partner you can trust to transform your customer contact. We’ve established over 4,000 contact centres globally.

Global presence

With a presence in over 180 countries, we can help you establish a contact centre anywhere, and let customers get in touch from across the world.

Premium partnerships

Our ecosystem of partners means we can integrate your day-to-day applications, contact centre solutions and unified communications.

Trusted

Companies around the world trust us to help them transform their customer service, move to the cloud and protect what matters most.

Data compliant

You're in safe hands. We're trusted by global organisations to deliver critical communications in regulated environments.

Global presence

With a presence in over 180 countries, we can help you establish a contact centre anywhere, and let customers get in touch from across the world.

Premium partnerships

Our ecosystem of partners means we can integrate your day-to-day applications, contact centre solutions and unified communications.

Trusted

Companies around the world trust us to help them transform their customer service, move to the cloud and protect what matters most.

Data compliant

You're in safe hands. We're trusted by global organisations to deliver critical communications in regulated environments.

We do more for your business

Sustainability

We’re committed to hitting net zero by 2031. We’re also helping our customers reduce CO2 emissions by 60 million tonnes by 2030. Discover more about our sustainability commitment, for our business and yours.

Explore sustainability

Global Fabric

Global Fabric simplifies cloud connectivity, security, and infrastructure for organisations, enabling you to build a programmable cloud-centric network.

Explore Global Fabric

Global Fabric simplifies cloud connectivity, security, and infrastructure for organisations, enabling you to build a programmable cloud-centric network.

Explore Global Fabric

Global Fabric simplifies cloud connectivity, security, and infrastructure for organisations, enabling you to build a programmable cloud-centric network.

Explore Global Fabric

Global Fabric simplifies cloud connectivity, security, and infrastructure for organisations, enabling you to build a programmable cloud-centric network.

Explore Global Fabric