BT Auto Contact

Self-service solutions

BT Auto Contact

Overview

BT Auto Contact - Do more with less

Are you sure you’re getting the most of your contact centre and inbound traffic? Auto Contact, our advanced range of self-service solutions across multiple channels, can help free up agents to handle more complex and revenue-generating calls, reduce costs and improve the overall customer experience.

“We are continually striving to improve the experience our customers have with HTC at every touch point, whether with our products or with the customer care they receive. With extensive experience in offering multinational companies IT applications and services, BT has illustrated that they are in the position to help us do this throughout the world.” – Simon Harper, Vice President, Global Customer Experience, HTC

Reduce costs by 98%

Improving your organisation’s cost-efficiency and flexibility is always going to be a vital part of its contact strategy. Auto Contact can cut transaction costs by up to 98% over live advisor support, while reducing voice traffic. That’s an average cost of just $0.10 per transaction instead of $6.00. (Forrester)

Automating transactions, such as ticket booking, balance transfers or bill payments also enabled you to serve customer 24/7 without additional staffing costs. What’s more, opting for a cloud-based, self-service solution can shift your investment focus from capital expenditure to operational expenditure – cutting down on any up-front costs.

Do more with less

Auto Contact can have a significant impact on productivity. Automation not only helps you improve your service during peaks in demand, it frees up your most valuable resource – your agents. This means they can concentrate on more complex and high-value interactions, enabling you to do more with less.

Improve customer service

Research indicates that 62% of consumers find dealing with customer service issues exhausting (Autonomous Customer 2015). They want to deal with issues 24/7, and have a variety of channels available. Auto Contact makes omni-channel look effortless; it seamlessly integrates traditional channels with social media, and can fully integrate with your contact centre solution, so agents are instantly familiar with a consumer’s contact history. By deflecting routine enquiries away from advisors to automated services, you can respond faster and more efficiently, keeping your costs down and your customers happy.

The details

BT Auto Contact - Do more with less

We’ve developed cutting edge voice portals offering a migration path for all new and existing IVR customers. Alongside the features explained below, our cloud offering can give you enhanced resilience, with no single points of failure, and the simplicity of a fully managed, global solution.

Feature What that actually means
DTMF Collect customer information or navigate menus via keypad entry
Text-to-speech Play back up-to-date, relevant information and content to callers
Speech recognition For quick, spoken command navigation
Multi-lingual Customers can have multi-lingual menus in support of their customers. We also provide ASR and TTS in multiple languages
Natural language Customers can reply to messages using natural language, so it doesn’t feel like they’re talking to a robot
Visual IVR Use disposable apps to make menu navigation quick and simple
Outbound communications Send outbound communications, like SMS, to customers - containing anything from confirmations, reminders and links to additional applications or websites
Host connect Get current information from CRM-databases, maintain sensitive data behind customer firewall
Voice XML Customers can bring their own applications without having to re-incur development costs using open standards based applications
Call transfer Transfer calls from agent to agent using BT network IVR
Integration Full integration into your contact centre solution, including Cloud Contact and Cloud Contact Cisco
Customer management portal Obtain reports and manage your prompts with our on-line tool through a single login

We’ve developed cutting edge voice portals offering a migration path for all new and existing IVR customers. Alongside the features explained below, our cloud offering can give you enhanced resilience, with no single points of failure, and the simplicity of a fully managed, global solution.

Feature What that actually means
DTMF Collect customer information or navigate menus via keypad entry
Text-to-speech Play back up-to-date, relevant information and content to callers
Speech recognition For quick, spoken command navigation
Multi-lingual Customers can have multi-lingual menus in support of their customers. We also provide ASR and TTS in multiple languages
Natural language Customers can reply to messages using natural language, so it doesn’t feel like they’re talking to a robot
Visual IVR Use disposable apps to make menu navigation quick and simple
Outbound communications Send outbound communications, like SMS, to customers - containing anything from confirmations, reminders and links to additional applications or websites
Host connect Get current information from CRM-databases, maintain sensitive data behind customer firewall
Voice XML Customers can bring their own applications without having to re-incur development costs using open standards based applications
Call transfer Transfer calls from agent to agent using BT network IVR
Integration Full integration into your contact centre solution, including Cloud Contact and Cloud Contact Cisco
Customer management portal Obtain reports and manage your prompts with our on-line tool through a single login

 

Availability

Global availability

BT Auto Contact is a global, resilient, cloud-based solution. Managing self-service applications through multiple channels and across multiple geographies should always be this simple.

Resources

Datasheets

BT Auto Contact datasheet

PDF-1 MB

Increase customer satisfaction and reduce costs

BT Auto Contact applications datasheet

PDF-590 KB

Easy to deploy pre-built self-service applications