Personalised voice services for extreme customer service

A SmartNumber with built-in voice continuity that follows you wherever you are, allowing you to stay in touch by landline, mobile or BlackBerry and work with virtual teams to deliver service excellence.

Key features

A single point of contact

• A single geographic or non-geographic number routes calls to relationship managers and support staff whether they are at their desk, on their mobile, at home, or hot-desking
• With just one number to call, there’s no need for multiple points of contact for clients – their call will always be handled in person
• The service can be controlled using a telephone handset or through the web where appropriate
• Duet service calls mobile and other locations simultaneously for added convenience
• The service is accessible from BlackBerry handsets
• Built-in presence means you can check your teams’ and colleagues’ location and availability even when working remotely

VIP callers

• Specific callers can be designated as VIP to ensure they receive the highest priority call-handling
• Less important calls can be handled by support staff or a service centre where appropriate

Virtual teams

• Staff can be organised into virtual teams and skill groups to handle calls from important clients
• Teams can be set up and managed online and their availability and location can be monitored in real time

Call whispering

• The service centre can be notified if a call is made directly by a customer, or was transferred from a branch

Voicemail

• Business class voicemail for when the call cannot be answered in person
• Callers are always given the option to ‘press 0’ to break out of voicemail and speak to another team member
• Provides unified messaging to route voicemail to email and copy messages to assistants for more effective handling of customer calls
• Provides unlimited storage and archiving capacity for messages

Faxmail

• Built in fax-to-email service ensures inbound faxes are delivered by email
• Enables creation of an archive directory of all faxes
• Faxes can be easily forwarded to colleagues

Application integration

• Easily integrated with customer service applications
• Provides screen and script popping for customer records
• Enables dial out from contact records
• Works with Siebel, SalesForce and other web-based CRM applications

Alerts

• Gives immediate notification of any missed calls
• Sends alerts through SMS or email
• Shows who called, and which colleague took the call
• One-click call back to either party

Reports

• Presents detailed information on calls to show how they were handled
• Can be benchmarked against best practices in customer service
• Allows you to track the service experience of your most important clients
• Reports can be delivered in real time or weekly as required

Business continuity

• Relationship managers can continue to make and receive customer calls from any location – even if they are denied access to their branch
• Callers always get through to their relationship managers or service teams
• Seamless service continues in the event of a crisis, so your revenue and reputation remain unaffected

Fast time to service

• You do not need to install any new hardware, software or networks
• The service works across all telephone systems – analogue, digital and VoIP
• Can be up and running in days
• BT SmartNumbers can be included in your BT OneBill