Cloud contact centre solutions

The contact centre is a key focus for organizations seeking to improve the customer experience in order to enhance loyalty. Using the latest cloud technology, you can give your call centre agents a fresh set of tools to provide faster, better service to customers.

However, contact centre upgrades require planning and it's important to weigh the cost and complexity of implementing and managing contact centre hardware and software in-house against the simplicity of a hosted contact centre solution.

With cloud contact centre solutions from Bell, all or part of your contact centre infrastructure is hosted in the Bell cloud. This allows you to deploy or upgrade a contact centre to take advantage of the latest technology without a large investment in hardware and software.

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Two options to choose from

Our cloud contact centre solutions are available in two packages: Hosted Contact Centre and On-demand Contact Centre.

Hosted Contact Centre

The Hosted Contact Centre is ideal for mid-large contact centres with approximately 70-1000+ agents. With this fully-customizable solution all of your contact centre infrastructure is integrated into an open platform that allows you to integrate existing third-party applications and on-premises equipment and applications into your hosted contact centre.

To ensure a seamless deployment of your hosted contact centre, Bell offers a team of certified experts that will assess your needs, design the right configuration and deploy your hosted contact centre solution.

Bell experts will also provide on-site training specific to your needs. This training covers how to use the agent and supervisor desktop, an overview of reports available to you, how to navigate the administrator portal and everything else you need to get your hosted contact centre up and running quickly.

Features

• Pricing is based on the number of concurrent seats you use, not the number of agents you employ
• Inbound, outbound and blended service
• Agent supervision, status and statistics collection
• Remote agent support
• Network-weighted skills-based routing
• Self-serve web administrator portal and configuration manager
• Email and chat management for high-volume queries and live online assistance
• Interactive voice response (IVR) service which includes support for traditional Touch-Tone and speech self-service
• Real-time reporting and monitoring
• Automatic call distribution (ACD)
• Computer telephony integration (CTI)
• Disaster recovery protection
• 24 x 7 x 365 monitoring and help desk

Customizable and enhanced service packages are available for the hosted contact centre solution.

On-demand Contact Centre

The On-demand Contact Centre is ideal for organizations with five to 100 agents. To get up and running, all you need are phones and Internet access for agents. This software-as-a-service model comes ready to deploy, with the rich set of standard functionality and features you need to run your contact centre. It shaves months off the implementation of a new contact centre and takes a fraction of the set-up time compared to an in-house model.

Features

• Real-time monitoring, recording and reporting
• 24 x 7 x 365 monitoring and helpdesk
• Optional email, collaboration and chat management for high-volume queries and live online assistance
• Computer-telephony integration (CTI)
• Interactive voice response (IVR) service which includes support for traditional Touch-Tone and speech self-service
• Self-serve web administrator portal and configuration manager
• Multimedia switch VoIP and PSTN support
• Multimedia interaction router

Benefits

• Stay flexible – Update your contact centre with the latest technology innovations as they become available.
• Lower investment costs – Minimize the need for in-house technical support resources.
• Keep your data safe – Eliminate the need to invest in extra servers to protect your data.
• Streamline call centre processes – Accelerate call resolution with a single point-of-contact, easy agent provisioning and real-time reporting.
• Increase agent scalability – Assign agents quickly across cities and time zones to meet seasonal call volumes.
• Enhance customer experience and loyalty – Quickly route callers and their information to the right agent and resolve the issue.
• Easy to use for agents – Reduce time and expenses when one-day training is sufficient for agents to become proficient using the system.

Why Bell for your cloud contact centre solution

Bell offers comprehensive solutions including consulting, integration, training and contact centre optimization. With cloud-based services from Bell, you get a full range of support from initial consulting, through to post-implementation management.

To find out more about hosted contact centres, contact your Bell representative or request that a Bell representative contact you. To get you started, download Your guide to assessing the potential benefits of a hosted contact centre.