Performance

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

BT Telenumbers

Choose a number plan and call charges that meet your business needs

Features include:

  • Freephone numbers – 1800
  • Shared rate numbers – 1850
  • Local rate numbers – 1890
  • National rate numbers – 0818

Why choose BT for contact centre

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Real business problems solved by BT

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Customer Stories

See how we've helped diverse businesses deliver real benefits.

Standard Life

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

Elavon

Elavon

A global leader in delivering payment solutions needed BT to extend its network infrastructure and facilitate further European growth

Kleinwort Benson Investors

Kleinwort Benson Investors

The global financial services company took a cloud telephony solution from BT when it moved into new premises, saving money and simplifying administration.

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