BT Contact Centre services Integrates IP and traditional voice technologies to provide a highly flexible and resilient service with multi-channel access, advanced routing capabilities, and interactive voice services. Designed specifically for call centres, BT Contact Centre Service will enable your company to link multiple contact centres in different countries and consolidate operations to improve the overall contact centre efficiency.

The Core Network

BT Contact Centre Service runs on British Telecom's managed voice platform, a resilient, circuit-switched intelligent network that is owned and managed by a single supplier worldwide. It provides extensive global reach throughout Europe, Asia-Pacific and the US. The network is continually managed and monitored to ensure high standards of quality and performance, and offers automatic back-up and overflow capabilities.

At the core of the platform is a network of major switches located in 27 countries, interconnected with resilient digital fibre routes. The network provides a fully meshed backbone that provides non-blocking transport between the major network nodes.

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.

Holiday Routing
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.

Disaster Recovery
Avoids service disruptions by preparing alternative routing plans, multilingual emergency messages and overflow options in advance.

Achieve exceptional service standards around the world with these value-added capabilities of BT Contact Centre service:

Network Interactive Voice Response (NIVR)
A computer/communications technology that enables computer systems to speak to and process input from people using an ordinary telephone. NIVR allows you to conduct business any time of the day even when there are no agents available. Activated by sophisticated multilingual voice recognition technology or simple telephone keypad input, NIVR delivers the caller to the fastest access point for information.

Host Connect
An enhanced function of the NIVR, Host Connect enables you to integrate your databases with NIVR to provide real-time information to callers with the use of agents. It provides callers with access to information such as account balances, order confirmation and more in multiple languages.

Web Host Connect
An enhanced function of the NIVR, Web Host Connect allows callers to access information from your web site(s) using NIVR requests, eliminating the need for expensive and lengthy development of a new access structure to your back-end databases and enabling you to make the best use of your agents.

Traffic Reporting
Comprehensive web-based reporting system that provides valuable statistical information to help optimize your contact centre operations and more effectively predict and manage your budgets in real time.

Gateway
Enables you to connect your intelligent call router with BT Contact Centre Service Gateway, thus providing you with total control over your call routing on a real-time basis. It enables the BT Network to route inbound calls to the best answering point across a number of customer call centers. Globally dispersed call centers can operate dynamically as though they were in a single center.

Simply access BT Contact Center Service at your convenience.

Direct Access to the BT Contact Centre Service is available in 27 countries via a digital Direct Access Line (DAL). A DAL is provided as either a T1 (1.5Mbit/s) or an E1 (2Mbit/s). T1s are supported in the US, Hong Kong and Japan, while E1s are supported in all other service countries.

Switched Access to the BT Contact Centre Service via Domestic Freephone/PSTN/Caller Pays is available in all major countries. Shared Cost and Premium Rate may also be made available in these countries, subject to availability from the local PTT. International Freephone and Universal International Freephone Number access are available in over 180 countries.