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Successfully delivering customer management solutions – Globally
Established 4,000contact centres globally
Largest provider of recording solutions in
the UK
Over 1,000 customers
Deployed world’s largest hosted contact centre –
32,000 seats
Manage over 8bn minutes on Global Inbound Network
Over 25 years experience
Leading supplier of workforce management
in the UK
Winner of Frost & Sullivan 2008 Market Leadership Award for
Hosted Contact Centres• 75% of the world’s largest banks • 8 out of 10 of the world’s largest
utility companies • 11 of the 20 largest airlines • 13 of the top 20 pharmaceutical
companies
Provide contact centre capability to:
We have broad and in-depth experience
Successfully delivering customer management solutions – Globally
Single supplier for your IT & network services globally
Pay-as-you-go, outright purchase & hybrid
deployment options
Operate in 173 of the world’s 194 countries
Verint’s largest global partner68,000 seats
Manage the UK’sbusiest self service
deployment
Partnering with the world’s leading contact centre technology providers
Genesys’ largest global partner approx
100,000 seats
Connectivity in 173 countries to self service platforms
Winner of Nortel EMEA Partner of the Year
award 2007 with over 1,000 sites
Winner of Avaya EMEA Partner of the Year award 2006, Service Provider of the Year award 2007 in Spain & UK & Ireland & Most
Significant Deal award 2007
We de-risk Contact Centre deployments
Successfully delivering customer management solutions – Globally
15,200 agents, 16,000 field engineers and 4,800 sales people
Manage the largest multimedia contact centre in Europe
Serve 22.6m lines
Manage 12m+online transactions
per year
Handle 219m calls per annum
Integrated offshore and onshore capability
Winner of World Communication Award 2007
for Best Customer Care
We do it for ourselves, day in – day out
Gartner Magic Quadrant
“Consider BT Group for a global or pan-regional contact-centre focussed project with measured cost savings”
Magic Quadrant for European CRM Service Providers, 2007
Tomorrow’s customer management environment
Consumers demand a seamless world of communication –
agents can be anywhere
Command centre
Home office
Mobile office
Leverage convergednetwork for voice/data
Disaster recovery
Integration with existing Systems
Consistent servicesacross the enterprise
Any device, any network, any place
Increased mobility
Reduced cost managingremote offices
Reduced costs
Branch office
Headquarters
Small office
Contact centre
Customer agent
Deploying Hosted Contact Centres
Consulting & Professional services
Outsourcing Contact Centres
● Deployed over 4000 global contact centres
● Helped over 1000 customers● Over 25 years experience● Access to 300 developers and
250 consultants
Consulting & Professional services
● Free from capital constraints● Rapid deployment● Flex up and down in line
with demand● Focus on business
not technology
Deploying Hosted Contact Centres
● Access thousands of agents across tens of countries
● Flexible Resourcing − turn on and off as required
● Operation up & running in 48 hrs● Multi-channel contact
centre capabilities
Outsourcing Contact Centres
Workforce Optimisation Customer Intelligence
● Schedule & plan shifts● Manage peaks & troughs in demand● Provide scripting and knowledge management
Workforce Optimisation
● Customer information applications● Analytics & Intelligent applications
Customer Intelligence
Inbound Call Services
Multi-channel Contact Centres
Recording & Analysing Customer Contact
Managing Customer Contact
(queue management & self service)
Providing end-to-end customer management solutions
Inbound Call Services
● 0800, 0845, 0870 etc● Single point of contact● Memorable number● Non-Geographic
Managing Customer Contact
● Self Service & automation● Queue management
applications includingcall back
Multi-channel Contact Centres
● Support voice, e-mail, SMS, Fax & web-chat
● Provide consistencyacross channels
Recording & Analysing Customer Contact
● Voice & contact recording● Quality & performance
monitoring
IP Infrastructure● Converge voice & data● Reduce end to end cost● Improve operational efficiency
● Build business flexibility● Future proof contact
centre technology
IP Infrastructure● Converge voice & data● Reduce end to end cost● Improve operational efficiency
● Build business flexibility● Future proof contact
centre technology
Offices worldwide
Telecommunications services described are subject to availability and may be modified from time to time. Services and equipment are provided subject to British Telecommunications plc's respective standard conditions of contract. Nothing in this publication forms any part of any contract.
© British Telecommunications plc 2008
Thank you
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