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Multi Channel Contact Centres
Multi Channel Contact Centres
Your customers demand choice in how they contact you
Customer demand is driving multimedia communications. Sixty per cent of the UK population uses the Internet. Online trade is growing dramatically. Your customers are not satisfied with having just one way of contacting you. They want to communicate when they want, how they want - and enjoy consistent service across multiple contact channels.
Manage and route incoming contact intelligently
With a more competitive marketplace, increased transparency and expanding channel choice, organisations have to offer the highest levels of customer service while managing costs.
BT Multi-Channel Contact Centre solutions can enable you to seamlessly route contacts - calls, emails, SMS and faxes - across your business. Your customers can access the most appropriate site or advisor to deal with their query efficiently and rapidly, while your advisors can manage all channels through a single interface.
This customer-centred approach helps provide a better customer experience across all points of contact, and is scalable depending on your organisation's requirements.
Build strong multimedia relationships with your customers
Deploying BT Multi-Channel Contact Centre solutions has delivered tangible benefits to our clients:
- NHS Direct has experienced a 15 per cent saving on its network call charges with potential for further savings.
- P&O Ferries estimates annual savings of £240,000 through the convergent capabilities of a BT multi-channel contact centre solution, providing return on investment within 18 months.
We can help you:
- Strengthen customer relationships: support your customers' multimedia requirements, delivering effective interactions across all channels.
- Drive operational efficiency: maximise use of lower-cost communication channels.
- Maintain competitive advantage: offer your customers effective multi-channel communications to differentiate your business over your competitors.
- Increase flexibility: start small, if required, and add capability to suit changing needs.
