BT SmartNumbers: Solutions: Virtual Contact Centre

Virtual Contact Centre

Choose the service or services that best match your business needs. Whatever you choose, you can upgrade as your business expands

SmartNumbers Virtual Queues

Virtual Numbers that queue calls for agents

The Virtual Queue provides contact centre services that will answer and distribute calls across multiple sites or home workers. IVR and ACD can be designed with comfort prompts, routing to teams with specific skills, timetables, messaging and overflow to additional teams.

Service administration of Virtual Queues

SmartNumbers Administration services enable contact centre and service managers to configure and monitor Virtual Queue services. They can monitor Virtual Queues with real time web-based wallboards showing call levels and service levels for each service. The wallboards also enable managers to drill down to individual agent performance.

An advanced agent service

SmartNumbers Agent provides agents with the ability to log in and log out of Virtual Queues over the telephone as well as at any web terminal. SmartNumbers Agent has additional capabilities with powerful CTI integration to pop screens from CRM applications and click dial services.

Optionally the agent can als be provided with a virtual personal DDI, voicemail and fax mail.

Products

The following products can help you implement a virtual contact centre solution in your organisation:

The service has enhanced the efficiency of the Help Desk and given us the flexibility to make instant changes.

— Darren Lester, IT Networks Controller
Travel West Midlands

Case studies

Find out more about the UK's largest home based Virtual Contact Centre.

Find out more about Travel West Midland's Virtual Contact Centre.