BT Contact Central - OnPremise

Contact Central OnPremise is aimed at businesses of any size and will enable your organisation to implement a state-of-the-art multimedia CRM and contact solution in rapid time-scales. It's a complete, end-to-end solution that integrates an enterprise class CRM application with IP communications technology, capable of handling voice, mobile, email, text chat, web collaboration or fax, at a single stroke. With Contact Central, your organisation will be empowered to effectively manage customer contacts as well as customer relations, encouraging customer loyalty and improving profitability.

Key Functionality

• Enterprise class CRM application

• Fully functional IP ACD Telephony Environment

• Blended Multi Media Channel Support

• Telephony, Email, Fax & Internet

• Comprehensive IVR Platform included

• Speech Recognition Voice Portal option

• Full Voice Recoding

• Integrated management platform & Reporting

• Pre configured & installed hardware & software

• Workforce Management

• Business Functions

Business Benefits

Increase sales & profitability 

• Design and operate seamless multi-media marketing campaigns

• Improve transaction handling and customer experience

• Grow interaction profitability, cross-sell, upsell

• Target your customers with the media that they want to use

• Use automatic routing to focus customer advisers (agents) on the most profitable sales opportunities

• Measure customer interactions

• Spend less time locating information & more time selling

Increase customer satisfaction

• Provide a consistent customer experience regardless of contact method

• Use customer routing to ensure 1st time problem resolution

• Bring a human touch to the organisations web site

• Respond to all customer issues in a timely & controlled way

• Position resources to meet customer demand trends

Reduce operational costs

• Multi-tasking agents increase profitability

• Integrated desktop reduces training

• Platform operation does not require complex specialist skills

• Administrators can analyse & utilise the most appropriate media

• Access customer information quickly

• Coach web customers to reduce calls

• It is a fully supported solution

BT Contact Central - OnDemand

Contact Central OnDemand, powered by Siebel CRM OnDemand, is a hosted solution that provides a fresh approach to CRM. Provisioned pay-as-you-go, this product delivers fast, flexible, low risk CRM that is easy to use and readily accessible. OnDemand provides pay-as-you-go CRM for as little as £50 per user, per month.

Unique BT Pay-as-you-go Portfolio:

CRM without risk Rapid start-up, swift ROI Scale from one seat to thousands Improve efficiency and effectiveness Retain Customers, grow profitability Adapt and evolve with multimedia options

OnDemand is a pure CRM application that incorporates distinct process suites for sales, service, and marketing and a unique analytics capability in one, easy-to-use interface. Using this product your business will be able to manage its customer relationships more efficiently, the improvements you experience leading to a positive impact on your bottom line.

Key Functionality

Mid-Range CRM Capabilities in the areas of Sales, Service, Marketing & Analytics

Sales

• Opportunity Management
• Account and Contact Management
• Calendar and Task Management
• Forecast Management
• Quota Management
• Offline Access
   

Service

• Calendar and Task Management
• Service Request Management
• Account and Contact Management
• Solution Management
   

Marketing

• Lead Assignment
• Lead Management
• Campaign Management
• Outbound E-mail Marketing

Analytics

• Interactive Dashboards
• Embedded Analytics
• Pre-built Siebel Answers OnDemand
• Data Warehouse

Business Benefits

Low Risk

BT Contact Central OnDemand is a hosted CRM service based on a pay-as-you-go model. For £50 per user per month your business will have access to a comprehensive suite of marketing, sales, service and analytics tools that will facilitate the effective management of your customer relationships. As this is a hosted service, there is no software to install, no hardware to buy and no maintenance and support costs to pay annually. With the need for capital investment removed, your organisation will be provided with a low risk solution that diminishes the cost barriers traditionally associated with CRM.

Simple

With BT Contact Central OnDemand, getting your CRM application up and running is as easy as logging onto the Web. Upon completing the on-line registration and liaising with our support teams, the system will be available and ready for your use. The ergonomically-designed user interface will further increase the speed with which you can launch your operation as it provides an environment that is easy to operate, quick to navigate and has built-in tutorial modules that will reduce the end-user training requirement. This simple, fast set-up will yield swift results and a rapid return on your investment. In no time at all, Contact Central OnDemand will be empowering your workforce, enabling your business to effectively manage marketing campaigns, improving the efficiency of the sales operation, and helping you to deliver a first class service to your customers.

Scalable

Contact Central OnDemand is hosted CRM without limits. This solution provides you with the flexibility to grow or reduce your operation as quickly as required and is fully scalable allowing you start with just a few seats and grow to many thousands.

Empowering

The suite of sales, service and marketing tools provided within Contact Central OnDemand facilitates the automation of all these operations. The sales team are equipped with forecasting tools that reduce the time spent on this critical activity enabling them to focus on their core pursuit - selling; service representatives have access to a knowledge base which they can call on for timely request resolution and marketeers are provided with a lead tracking facility that helps to reduce lead-leakage. The result is an empowered workforce that works smarter and faster and delivers increased levels of efficiency, effectiveness and profitability.

A Unified View of Your Customers

Providing users with an integrated CRM application where the sales, service and marketing capabilities accessible through a single user interface, gives a unified view of your customers. Increased growth can be achieved through cross-sell and up-sell opportunities, and reduced customer attrition through the avoidance of instances such as sales calls to customers experiencing service issues. The result is a workforce that is empowered to provide your customers with a consistent experience, improving customer satisfaction, loyalty and retention.

A Portfolio of CRM Options

With BT your CRM can be as flexible as you need it to be; it can be hosted, it can be on-site or it can be a hybrid of the two; it can be pure CRM or it can incorporate multimedia functionality; it can seamlessly evolve in the way that best suits your business. Whatever your organisation's CRM needs, BT's range of flexible options will provide a solution and enable it to be refined as your business requirements change.