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BT Onsite Contact Cisco

Key benefits

Encourage customer loyalty through delightful service

Drive Revenue
Improve customer experience scores, and transform customer conversion rates by utilising face to face conversations as part of your contact strategy – from the home, retail store, or even a mobile device!

Respond dynamically to customer demands
Communicate with customers in their chosen method – be that Web Chat, Face to Face over Video, via Social Media, or indeed voice.

Empower your experts
With simple requests handled via self-service mechanisms, enable agents to become customer service advocates by providing Instant Messaging access to available experts.

Manage your brand
Provide proactive customer experiences by responding to, and reporting on Facebook, Twitter, and other social media conversations in line with your overarching customer strategy.

Reduce Costs
Drive efficiencies by consolidating siloed customer contact solutions into a centrally managed, flexible contact environment, which can be rapidly enabled for new projects.

Enhance customer communications
Produce more effective and cost-efficient telemarketing campaigns with advanced outbound calling options.

BT and Cisco have worked collaboratively on CRM solutions for over a decade. That joint approach to engineering and testing has supported many successful deployments through to in-life management, often including many  of the latest technologies. We believe that the combination of BT’s strength as a global service provider and Cisco’s position as a technology leader in IP Contact Centres provides a solid foundation for today’s contact centre market.
- Scot Gardner, Managing Director, SP Operations, Cisco

What it costs

Flexible options

Whether you are a small, medium or large contact centre, we have solutions and price packages to suit your budget. Contact your Account manager for the latest offers and discounts.

If you would prefer an flexible open model, you should look at our Cloud Contact solutions.

For detailed information on pricing, click “Get a quote”.

More reasons to buy

World-class contact centre at your fingertips

BT and Cisco will support you all the way, from presales design to integration and post sales training and support.

Together, BT and Cisco provide highly reliable and cost effective IP solutions that keep pace with changes in your business and technology. By investing in BT and Cisco’s combined expertise, you can see the increased efficiency and cost savings our complementary skills and united global reach can bring your organisation. Together, we can help you drive down costs and enhance the way you do business.

BT is the largest Cisco channel partner in Europe. Our relationship with Cisco began in the 1990s and we now enjoy a Gold Partner relationship across 16 countries throughout Europe, the Middle East, Africa and the US.

Our mutual understanding of the complex challenges faced by contact centres enables us to provide you with a reliable and cost-effective IP-based contact centre to meet your evolving needs. We have recently achieved further worldwide recognition with the following awards:

  • Cisco Architectural Excellence Collaboration Partner of the Year 2012 EMEA
  • Cisco Collaboration Partner of the Year 2011, UK & Ireland

Our partnership with Cisco means we can provide business solutions to any contact centre whether it has five or 5,000 agents. We can offer substantial discounts on al-la-carte or pre-packaged contact centres solutions and don’t forget that we can deliver to all types and sizes of organisations. Our solutions are wholly owned by you, - deployed on-site or in your data centre, delivering an excellent return on investment over the lifetime of the product.

Technical specifications

Ensure loyal customers and reduced operating costs

Our solutions are based on Cisco Unified Contact Centre Express (UCCX) and Packaged Contact Centre Enterprise (PCCE).

Unified Contact Centre Express (UCCX)
UCCX offers a resilient high availability contact environment  for up to 400 concurrent agents. Amongst its powerful capabilities  support remote agents so you can enable video experts.

Packaged Contact Centre Enterprise (PCCE).
For larger environments, PCCE offers a comprehensive contact centre environment for up to 1,000 concurrent agents. PCCE is a pre-packaged solution that includes Cisco Unified Communication Manager for IP voice, Cisco Unified Contact Centre Enterprise for multichannel contact management, Cisco Unified Customer Voice Portal for intelligent and personalised self-service, Cisco Unified Intelligence Centre for reporting and Cisco Finesse desktop software for an intuitive Web 2.0 agent and supervisor desktop experience. PCCE reduces deployment time and footprint;  simplifying in-life management and reduces operational costs.

Availability

Unified Contact Centre Express is available globally.

Packaged Contact Centre Enterprise is currently available in the UK with Global availability to follow soon.

Applications

The following applications are part of the Onsite Contact Cisco proposition.

Flexible agents
Easily and cost-efficiently enable temporary advisors, who can be brought online during seasonal high call volume through Mobile Agent, and the additional capability of a browser based agent desktop.

Video Agent
Our On-site Contact solution supports the ability for in-store customers to use a video endpoint to contact video experts – teams located across your organisation who can provide them with detailed information, advice or services. This has excellent applications in Local Government, Financial Services, Healthcare and Retail customers amongst others.

Sophisticated call routing and contact management
Enhanced skills based and precision routing capabilities ensure better matches between your advisors and customers. This capability allows multiple contact centres, including those across several locations, to be consolidated into a single architecture.

IVR call management
Interactive self-service capabilities for your customers reduces advisor load, and subsequent operating costs. Increase customer satisfaction with access to 24/7 interactive voice response, optional speech recognition and text-to-speech capabilities, to allow customers to obtain personalised answers to their questions and conduct business in innovative ways without the costs of interacting with a live agent.

Supervisors with the power to respond
The Supervisor Desktop is a powerful management tool which enables you to manage advisor status and activity, and silently monitor calls to help control advisor workload and improve your quality of service. Your supervisors can also silently text-chat with individual agents and teams, join calls in progress, and unobtrusively push webpages to a dedicated tab on the agents desktop, in addition to these features call records can then be reviewed and used for agents and supervisor training and development.

Reporting
Cisco Unified Contact Centres provide the real-time and historical data necessary for mission-critical contact centre reporting across all media types. Contact Centre Managers always have access to the information they need to make decisions regarding staffing levels and contact handling procedures.

Resources

Datasheet

Onsite Contact Cisco datasheet

PDF-1 MB

Overview of our solution with Cisco