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BT Inbound Analyst

Overview

Enhance your customers' experience

Customer service is a key differentiator for businesses in an increasingly competitive marketplace. If it takes your customers too long to reach an agent - or if they're not getting through at all - you need to know about it. BT Inbound Analyst is a comprehensive data analysis tool that enables you to identify potential problems before they become detrimental to your business.

View screenshots of the BT Inbound Analyst software.

Key benefits

Improve your telemarketing performance

BT Inbound Analyst takes incoming call data and turns it into a valuable management resource that can be used to optimise inbound operations. It provides you with information on call durations, waiting times and repeat callers - helping you increase customer satisfaction and retention.

BT Inbound Analyst also provides an effective tool for measuring and improving the overall efficiency of your telemarketing activities - enabling you to filter and interpret call data using a range of criteria such as postcode or TV region. This provides you with valuable information on customer responses, which you can use to drive sales and improve the targeting of future telemarketing campaigns.

Key features

Customised reporting for enhanced call management

BT Inbound Analyst offers pre-set and customisable reporting and analysis through an intuitive menu and graphical interface. This enables you to:

  • Improve telemarketing activities: helps identify trends and track the effectiveness of promotional campaigns.
  • Enhance customer service: effective monitoring helps identify and resolve potential problems and process issues before they impact on your business.
  • Display data in a usable format: produce and view numerical and graphical reports for all your telemarketing numbers, e.g. your 08 and 09 number ranges. This provides a clear overview of how billed and revenue-generating numbers are performing.
  • Identify underlying issues: drill down from top-level summary reports to extract more specific information.
  • Filter call data using specific criteria: generate reports based on a range of search criteria - including day of the week, post code and TV region.
  • Take a regional perspective: produce colour-coded maps to show inbound performance by region - helping you target future telemarketing activities.

Detailed description

Meet customer expectations with effective call analysis

To meet the increasingly high expectations of your customers, your organisation must be aware of the quality of the experience they receive when contacting you. BT Inbound Analyst software helps you do this - enabling you to effectively monitor incoming call activity.

BT Inbound Analyst combines a suite of pre-set reporting features with customisable tools enabling you to analyse your enhanced rawcall data, plot trends and extract the information vital to the efficient running of your contact centre and specific telemarketing campaigns. The enhanced rawcall data required to use BT Inbound Analyst is provided by BT. This can be in the form of a weekly or monthly CD or website download on a daily, weekly, or monthly basis - whichever is better suited to your needs.

BT Inbound Analyst provides you with information on all aspects of inbound operations including:

  • Number of calls to reach resolution
  • Waiting times
  • Caller location
  • Number of unanswered calls.

This information can be used to help you identify process and agent issues, improve decision making, enhance customer service and boost the efficiency of your inbound telemarketing activities.

Technical specifications

What are the minimum PC requirements to run BT Inbound Analyst?

Inbound Analyst is compatible with Windows 2000\XP\Vista\Win 7\Win 8\Win 10 - refer to http://www.microsoft.com for machine requirements for each operating system.

  • Inbound Analyst is compatible with new-build PCs with Windows Vista, Windows 7, Windows 8 and Windows 10 pre-installed. (PC must comply with minimum requirements for operating system selected).
  • We don't recommend (or support) the use of Inbound Analyst on PCs that have been upgraded to Windows Vista, Windows 7, Windows 8 or Windows 10.
  • It will work on Windows 7, 8 and 10 with both 32-bit and 64-bit operation.
  • You must have full PC administration rights before installing Inbound Analyst.
  • Microsoft ends its support for Windows XP, find out more.

You will need a minimum of 150MB of hard disk space to install the full BT Inbound Analyst software. In addition, for every 1 million call records loaded, you'll need 300MB of hard disk space.

Latest product information, software downloads, sample data

To download the latest version of BT Inbound Analyst, including BT Inbound Analyst Mapping Tool, please select the relevant link below.

This product is for use by BT customers in the UK, Channel Islands and Isle of Man on a PC configured with the "Regional and Language Options" set to the standard "English (United Kingdom)" default settings.

All users can download the software version here - please note there is now only the one version for full installs and upgrades. The file is approximately 64 MB.

There are two options available, a self extracting .exe and a.zip file. If your company firewall does not permit the downloading of exe files please select the .zip file.

exe file

Once downloaded to your PC, double click on the “.exe” file which will extract the install files to a temporary folder and automatically begin the installation/upgrade process. Existing users should ensure all files are backed up before commencing the upgrade. Download install/upgrade (.exe file).

.zip file

Once downloaded to your PC, double click on the “.zip” file to extract the “.exe” file to a temporary location. Once extracted, double click on the ".exe" file which will extract the install files to a temporary folder and automatically begin the installation/upgrade process. Existing users should ensure all files are backed up before commencing the upgrade. Download install/upgrade (.zip file).

Sample data

For new users we have made some demonstration data available (.zip file) so if you don't already receive your own ERD you can start looking at some reports straight away. To make it even easier we've already imported the data for you into a project. Once you have the software installed, you will be able to click on reports, and you'll be ready to go. Please make sure you extract the demo data (.MDB file) from the .zip file and locate it into the same folder as the BT Inbound Analyst ‘Project’ folder created when you installed the software.

Help us to make BT Inbound Analyst even better

To help us to keep making Inbound Analyst even better, we would like to have a greater understanding of what you use in Inbound Analyst.

That's why we've included a new facility that will ask you - every three months - if it can mail us your activity log. This does not provide us with any sensitive information about you or your business or any other data from your PC. It will only provide us with the Inbound Analyst activity log which includes information of your Contact Name, Company Name and Title as provided by you when you registered.

Sending this mail is of course optional but it will assist us in deciding where to concentrate our developments in the future.

Who should buy

BT Inbound Analyst is available to any UK BT Telemarketing non-geographic number Customer who subscribe to Inbound call Services Enhanced Rawcall data.

Why BT

BT has three decades of experience in operating contact centre and customer relationship management (CRM) solutions and manages contact centres around the world.

BT's extensive range of products and services serve the needs of customers across many different markets. Many organisations currently benefit from BT Inbound Analyst, for example as a result of using the software they have been able to install more lines in exactly the right places and re-route traffic more effectively. This has yielded several business benefits, including improved customer satisfaction and reduced costs.

FAQs

FAQs for Inbound Analyst

 

What do I need to do to use BT Inbound Analyst?
What is the recommended specification of PC to run BT Inbound Analyst?
How do I receive the Enhanced RawCall Data?
How often do I get the call information?
Can I have more than one copy of BT Inbound Analyst?
Do I have to run any other software applications to support this?
How long will it take to receive the BT Inbound Analyst software?
How do I install BT Inbound Analyst?
How do I load my Enhanced Rawcall Data to BT Inbound Analyst?
How much space do I need on my hard drive?
How long will it take to load my call data?
How do I run reports/set parameters?
How do I send reports to other people?
Will BT Inbound Analyst affect the running time of my PC?
How do I get help or support?
Can I set up my own tailored reports?
How do I get software upgrades?
How do I change my contact details?
How do I know when a new version of the software is available?
Who do I contact if I have an enquiry about call records?
Can I get the Caller CLI information un-encrypted in my ERD data?
What is the GIS file?
How do I get a copy of the GIS file?

Question
What do I need to do to use BT Inbound Analyst?

Answer
When you install the software as a new user you will be prompted to register to use the software and on-line support. Once registered you will be able to use the software. Following installation you will then need to import your call records from your Enhanced RawCall Data files downloaded via Inbound Architect from the web. See below for ordering Enhanced RawCall Data.

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Question
What is the recommended specification of PC to run BT Inbound Analyst?

Answer
Inbound Analyst is compatible with Windows 2000\XP\Vista\Win 7\Win 8\Win 10 - refer to http://www.microsoft.com for machine requirements for each operating system.

  • Inbound Analyst is compatible with new-build PCs with Windows Vista, Windows 7, Windows 8 and Windows 10 pre-installed. (PC must comply with minimum requirements for operating system selected).
  • We don't recommend (or support) the use of Inbound Analyst on PCs that have been upgraded to Windows Vista, Windows 7, Windows 8 or Windows 10.
  • It will work on Windows 7, 8 and 10 with both 32-bit and 64-bit operation.
  • You must have full PC administration rights before installing Inbound Analyst.
  • Microsoft ends its support for Windows XP, find out more.

You will need a minimum of 150MB of hard disk space to install the full BT Inbound Analyst software. In addition, for every 1 million call records loaded, you'll need 300MB of hard disk space.

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Question
How do I receive the Enhanced RawCall Data?

Answer
You will need to speak to the Inbound Data team on 0800 876 123 or via email to inbound.stats@bt.com. They can arrange to have the call data files generated and made available to you via our Inbound Architect web access (files can be for daily, weekly or monthly reporting periods)..

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Question
How often do I get the call information?

Answer
Enhanced RawCall Data can be delivered via Inbound Architect web access as daily, weekly or monthly reporting periods. (Customers with very large data files can arrange for direct transfer using Open SSH [FTP]).

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Question
Can I have more than one copy of BT Inbound Analyst?

Answer
Yes, more than one user can register.

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Question
Do I have to run any other software applications to support this?

Answer
No.

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Question
How long will it take to receive the BT Inbound Analyst software?

Answer
You can directly download the software from this web site, see the link on the menu.

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Question
How do I install BT Inbound Analyst?

Answer
Please follow the instructions on ‘download the software’ web page on from this website.

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Question
How do I load my Enhanced Rawcall Data to BT Inbound Analyst?

Answer
The Help menu within BT Inbound Analyst provides easy to follow step by step instructions. Basically you import each call data file in to a project you create, you can add further imports to that project or create more projects as required.

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Question
How much space do I need on my hard drive?

Answer
Inbound Analyst will require a minimum of 150MB of hard disk space to install the full BT Inbound Analyst software. In addition, for every 1 million call records loaded, you will need 300MB of hard disk space.

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Question
How long will it take to load my call data?

Answer
This will vary accordingly to the volumes of information being loaded and the speed of your PC. Times you can expect :

1Ghz desktop with 256Mb Ram, 1 million calls = 20 minutes.

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Question
How do I run reports/set parameters?

Answer
BT Inbound Analyst Help menu and on screen text provides instructions of how to create the popular reports with a variety of parameters available within the product. It also offers guidance and support to those less confident with electronic analysis.

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Question
How do I send reports to other people?

Answer
Many of the reports that you can access with The BT Inbound Analyst give you the option to save as either a CSV (comma separated valuation) or a spreadsheet file. These can then be sent as you require.

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Question
Will BT Inbound Analyst affect the running time of my PC?

Answer
When reading large amounts of data it is important to free up as much system resource as possible. Consideration should be given to the fact that some screen savers and background programs may make your PC run much more slowly. If at all possible you should close or disable these programs prior to importing or running reports with large number of records.

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Question
How do I get help or support?

Answer
Please refer to the software Help and User Guide. If you can't find the answer you are looking for please call the Inbound Analyst Helpdesk on 0808 100 1088 or e-mail to btia@bt.com. If your enquiry relates to any Enhanced RawCall Data then please contact the Inbound Stats Help Desk on 0800 876 123 or via e-mail to Inbound.stats@bt.com.

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Question
Can I set up my own tailored reports?

Answer
Yes, BT Inbound Analyst allows you to use various selection criteria to create tailored reports to suit you. You may wish to see calls to selected inbound numbers, by specific days by selected answering points - BT Inbound Analyst can do this for you and a lot more.

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Question
How do I get software upgrades?

Answer
Future software upgrades will be made available to existing users from this website for download and to install.

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Question
How do I change my contact details?

Answer
In order to communicate details of new software upgrades to you it is important that you ensure that your contact details are correct. Please call the Inbound Analyst Helpdesk on 0808 100 1088 or e-mail to btia@bt.com.

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Question
How do I know when a new version of the software is available?

Answer
BT will let you know when a new software release becomes available. It is important that you keep us informed of any changes to your registered e-mail address. Please call the Inbound Analyst Helpdesk on 0808 100 1088 or e-mail to btia@bt.com.

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Question
Who do I contact if I have an enquiry about call records?

Answer
If your enquiry relates to any call records or charges then please contact the Stats Help Desk on 0800 876 123 or via e-mail Inbound.stats@bt.com.

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Question
Can I get the Caller CLI information un-encrypted in my ERD data?

Answer
Yes, only if it is not withheld by the caller. To protect the caller, the ERD data default is to provide the caller number as partially encrypted. For calls delivered via our Advanced/Basic Intelligent Network platform CISL (not ICM or Gain) the customer can opt-in to see the full caller CLI where available and not withheld. This can be requested to be set up on the ERD data at any time by the customer via Inbound.stats@bt.com or through their account or Customer Service Manager.

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Question
What is the GIS file?

Answer
The GIS file we can supply (see how do I get a copy of the GIS file) as part of the ERD data delivery contains Geographical location information that can be linked to the callers number in the call data. This can be used in certain reports to show location related detail about the caller. Location data such as Postcode or TV does not usually map directly onto an exchange area, but what is provided is a best-fit picture. The Local Exchange area reporting is the most accurate of these available down to the TV area, which is the least specific.

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Question
How do I get a copy of the GIS file?

Answer
The GIS file is available as a zip file from our Inbound Architect web site. A link is available from the ‘Download’ section where you also obtain the ERD download files. Once you have the file on your PC, it must be kept in the same directory as your ERD data files so the GIS data can be processed with the imported call data.

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Inbound Analyst User Guide

Whether you’re a new or existing BT Inbound Analyst user, we want you to get the most of the application and use it to its fullest effect. To help you do this, we’ve put together this user guide which should give you all the help you need.  Please refer to this first but if you still have any questions, please contact our dedicated helpdesk on 0808 100 1088 or contact us.