BT Contact Centre comes with the following features:
Extensive Global Coverage
Offers more extensive coverage than any other global carrier supporting originating calls from over 180 countries and terminating calls anywhere in the world. Dedicated terminations are also available in 27 countries in Europe, Asia Pacific and the US.
Multiple Access Options
Numerous access options including:
- Domestic and International Freephone
- Universal International Freephone
- PSTN/Caller Pays
- Shared Costs
- Premium Rate
Intelligent Call Routing and Traffic Balancing
Customized set of call routing and traffic balancing features such as Geographic Routing - Route calls based on their point of origin to make it possible, for instance, to deliver calls to the appropriate language queue.
Defines a routing plan to handle local holidays and annual shutdowns.
Day of Week Routing
Defines a routing plan. For example, to route weekend calls to a call centre operating seven days a week.
Time Interval Routing
Routes calls to different contact centres based on the time of day that they are received.
Call Distribution / Percentage Allocation
Distributes calls by their sequence and number so that an allocated percentage of calls to go to each contact centre.
Uniform Load Distribution / Maximum Calls Allowed
Enables the network to monitor each call centre's call load and redirect calls to centres operating below their maximum load.
Dialed Number Identification Service (DNIS)
Manages calls more efficiently so that any calls generated for a specific event can be directed to a particular agent within the contact centre, enabling monitoring and reporting of the campaign.
Avoids service disruptions by preparing alternative routing plans, multilingual emergency messages and overflow options in advance.