BT Cloud Contact  Call Center Solution

BT Cloud Contact

Brand: BT
Product Code: BT Cloud Contact

Product Highlights

Service Availability Global
Time of the Day Routing YES
Location Based Routing YES
Multi-Channel Routing YES
Toll Free Number Availability YES
Email & SMS Blast YES
BT Cloud Contact Overview

BT Contact Center is a fully scalable cloud contact center solution including inbuilt omni-channel , embedded IVR and an inbuilt customer relationship system as standard. BT Cloud allows the customers to scale the number of agents quickly while only paying for what is used on a per agent per month basis. This usually avoids the need for capital expenditure on the customer's site. BT Cloud Contact allows the customers to deploy in virtually any geographical and just need the internet connection.

The benefits of BT Cloud Contact are as follows :-

  • BT Cloud takes just an hours to minutes to add more agents to keep the flexibility enough to enter the new markets.
  • BT Cloud works on subscription basis. Just need to pay for the services , when you use
  • It helps in turning the call centers into true call centers by blending email , web chat and customer call backs with intelligent call routing.
  • It has a single and intuitive interface that helps in managing the agent dashboard from anywhere. It also helps in managing the workflows and customer service performance in real time easily and efficiently.
  • Bit Cloud takes just weeks to set up and after that it can be integrated quickly with the infrastructure.
  • Agents can manage multiple forms of customer contact , while making sure each contact is recorded and tracked across the whole organization
  • BT Cloud helps in recording the customer calls and can access them easily based on the requirements.
  • It gives the access to a knowledge base to help agents respond more effectively to service requests and enquiries.

BT Cloud Contact Licensing

Pricing options:

Concurrent agent

  • Per agent per month charged based on PEAK number of agents logged-in concurrently on the platform. Different pricing based on country of operation.

Logged-in agents

  • Per agent per month charged based on the total number of individual agents connecting to the platform at least once.

BT Cloud Contact Images
BT Cloud Contact Competitive Comparision
BT Cloud Contact

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Advance Features
Service Availability Global Specific Countries Global Global
Automatic Call Distribution
Skill Based Routing
Time of the Day Routing
Location Based Routing
Multi-Channel Routing
Multi-Channel Interfaces Voice, Email, Chat Voice, Email, Chat Voice, Email, Chat Voice, Email, Chat, Social Media
Supervisor-Agent-Customer Conference
Customer Voicemail/Call Back
BT Cloud Contact Specifications
Provider Info
Service Availability: Global
Inbound Contact Center
Automatic Call Distribution
Skill Based Routing
Time of the Day Routing
Location Based Routing
Multi-Channel Routing
Multi-Channel Interfaces: Voice, Email, Chat
Supervisor-Agent-Customer Conference
Customer Voicemail/Call Back
Supervisor Coach: Barging & Whisper
Toll Free Number Availability  
Music on Hold
Outbound Contact Center
Outbound Type: Preview & Predictive (Optional)
Campaign & List Management
Inbound/Outbound Blending
Email & SMS Blast
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Interactive Voice Response
Personalised IVR
Multi-Level IVR
Speech Recognition/ASR: Professional Services
Workforce Optimization
Call Recording: Optional
Quality Evaluations: Professional Services
Management & Reporting
Real-Time Dashboard
Standard Real Time/ Historical Reports
Agent Desktop: Browser based
Off-the-Shelf Integrations
Zoho CRM: NA
Microsoft Dynamics: NA
Freshdesk: NA
Salesforce CRM: NA
SugarCRM: NA
Zendesk: NA
Other Integrations: NA
3rd Party REST API's: API, Web Services
BT Cloud Contact Reviews

BT Cloud Contact Call Center Solution

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