Cloud contact centres - BT Cloud Contact

Banner On premise Contact centres

BT Onsite Contact

Giving you full control

Enhance your organisation’s performance and your brand personality

Onsite Contact helps you make the most of your inbound and outbound communications, while cutting costs, improving efficiency and maximising customer value.

Key benefits:

Reduce the cost of customer interactions

Faster, more decisive responses to customer contact save you time and money. Identify and correct operational inefficiencies through contact analytics. Save on resource costs by enabling the same number of agents to deal effectively with more interactions.

’Network your experts’ for added value
Connect your customer directly to the expert best equipped to answer their question, regardless of location. Your networked experts can improve first contact resolution rates and have the insight and knowledge to suggest further benefits.

Engage with customers more proactively
Access instantly available historic and real-time contextual information to connect with your customers.  Your agents can be aware of past transactions and dialogue so your customer doesn’t have to start from scratch!  You can engage with them more effectively by understanding what has gone on before. Incorporate social media monitoring and response into contact centre operations to be even more informed.

Improve customer satisfaction and brand awareness
Offer better first-contact resolution. Minimise call transfers. Guarantee your response time, whatever the communication method. Develop your brand personality through highly professional, efficient and rewarding interactions.

Increase workforce productivity
Instant access to the most relevant, up-to-date customer information using one interface allows staff to deal with more enquiries, more efficiently. Improved collaboration between your back-office and customer service teams means more productivity and profitability.

Develop and retain excellent employees
Monitor and manage the quality of agents’ performance as they interact, and pinpoint training areas for improvement. Putting a single, integrated, world-class system into the hands of your best people helps increase job satisfaction, and even offers the flexibility of remote working.

Better allocation of resources
See where the ‘peaks and troughs’ of customer enquiry numbers typically occur, and put in place the right number of agents for maximum efficiency.

Evolve your organisation
By enhancing your customer contact experience, and increasing the efficiency of your operations through world-class technology, you take key internal and external steps to becoming more competitive in your market.

Retain full control of your contact centre and strategy
With full ownership, you can direct your contact centre operations as you wish, in response to your strategy or market demands.

Bespoke to your customer service model
We can customise the infrastructure to reflect the operations and service expectations of your customers, administrators, supervisors and agents, giving you your contact centre, your way.

Security and compliance
You get the ability to pre-complete security checks and basic questions, and you are better able to satisfy the demands of increasingly stringent regulation.

We decided to upgrade to Avaya Aura Contact Center 6.

This would provide full multimedia capability. Alongside voice communications it would equip us to deal with email enquiries, instant messages, text messages, and real time online web chat .”
- Martin Crouch, ICT Operations Manager, AmicusHorizon 

A price to suit your size

If you are a mid sized Contact Centre, we can give you great packages at a great rate.

If you are a large Contact Centre, we can give you volume discounts.

Even if you are with another supplier, we can evolve your estate at a price to suit your needs.

Respond dynamically

Global communications network

BT delivers communications and IT services to over 10,000 organisations and governments worldwide, including more than 25 per cent of Fortune 500 organisations.

Worldwide, world-class talent
We employ more than 100,000 people around the world – approximately two-thirds of them outside the UK, covering over 170 countries, with 60 data centres worldwide.

Contact centres successfully deployed
To date, we have deployed around 4,000 contact centres globally to over 1,000 customers, including the world’s largest hosted contact centre with over 32,000 seats.

Partnering established expertise
We work closely with globally recognised and respected solutions providers, Cisco, Avaya and Genesys, to give you the benefit of a unique communications talent pool.

Complementary suppliers
We are vendor agnostic. We work with the best suppliers to deliver your inbound calls, IVRs, contact recording, digital signage, and analytics. We discover, develop and deliver the right end to end solution for you. (Verint, Nice, Symon Dacon, Avaya, Eckoh, Enghouse, and more)

Smart solutions to complex situations
We provide solutions to over 75 per cent of the world’s largest banks, 11 out of 20 of the largest airlines, and 8 out of 10 of the world’s largest utility companies.

Not just the best solution, the right solution
We are vendor agnostic. We are not dependent on any one supplier. We discover, develop and deliver the right solution for you.

Technical specifications

Full control and full support

Onsite Contact offers contact centre solutions that integrate easily with your current communication infrastructure, even if you are using legacy systems or TDM technology. You can deploy it pre-packaged, out of the box, or specifically adapted to the way you serve your customer.

You take full ownership and control, with the ability to instantly respond to new service strategies and market conditions. Sophisticated call routing and contact management gets your customer through to the right people and information, first time.

You can proactively engage with customers across multiple communication channels, using historic and real-time information. You can operate more profitably through more cost-efficient customer service and telemarketing campaigns with advanced outbound call options. You can also turn social media interactions into effective relationship building communications.

Onsite Contact means you can benefit from BT’s partnership with world-leading solutions providers including Cisco, Avaya and Genesys. It can turn your contact centre into a more efficient and productive part of your operation, and a more engaging part of your brand.


Global availability

Onsite Contact is available around the world.


Integrate with the latest applications

ACD Services:

  • Skills-based routing
  • Database lookup and queuing
  • Voice recording and storage
  • Remote agent access
  • Full management reporting

Multimedia Services:

  • Email
  • SMS
  • Web Collaboration
  • Web Chat
  • Web Call Back
  • Video
  • Fax

Other Services:

  • Full contact recording
  • Workforce management
  • Outbound dialler
  • CRM integration
  • Self service
  • Call back



Further information

BT and Avaya

PDF - 619.5 KB

Exceed customer expectations