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Contact Centre Support and Managed services

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It's no secret that contact centre performance has a high impact on customer experience. With the rapid evolution of contact centre technology, contact centres face the challenge of managing the complexity and costs associated with having proper resources in place to support their environment.

Bell offers two forms of contact centre solutions: managed and support. No matter which solution you choose, Bell provides you with a 24/7 single point of contact for all contact centre solutions. You will also have direct access to our experts who are available to provide personalized attention and fast solutions to your technical problems.

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How it works

Bell offers contact centre solutions in the forms of managed services and support services:

Contact Centre Managed solutions from Bell

Transfer the accountability of your solution management activities with full confidence by adopting our Contact Centre Managed services. Depending on your needs, Bell can leverage experience in change management, service request management, patch and release management, monitoring services, hosting services, continuity services and performance management.

Contact Centre Managed solutions from Bell include access to our 24/7 help desk, as well as full technical service. By choosing this solution, the contact centre experts from Bell will diagnose and fix any issues for you – allowing you to focus on your customers.

Contact Centre Support solutions from Bell

Even if you are not looking for a fully managed solution, Contact Centre Support services from Bell include access to our 24/7 help desk, as well as end-to-end support services including incident management, problem detection and problem resolution.

Bell's contact centre experts have the experience and resources to get your issue resolved with minimal impact to operations while maintaining customer satisfaction. By choosing this solution, the contact centre experts from Bell will help to diagnose issues and provide you with expert support during the resolution process.

Benefits

  • A single point of contact for all your technology support requirements
  • Reduced operating costs through a customized managed service model
  • 24/7, 365 days-a-year support from highly-qualified specialists for fast resolution of your technical problems
  • Proactive monitoring and support of your contact centre infrastructure to maximize your organization's availability and performance
  • Fully-bilingual service in English and French

Functionalities that Bell supports:

  • Voice self-service (IVR)
  • IP contact centre
  • Workforce management
  • Intelligent inbound call routing
  • Outbound dialling
  • Unified messaging (email, chat, co-browsing and web collaboration)
  • Quality monitoring and call recording
  • CRM and agent desktop
  • Computer telephony integration (CTI)
  • Click-to-call applications

Why Bell?

With Bell, you have access to the largest team of contact centre professionals in Canada. Our experts work to define, design, develop and deploy the appropriate solutions for your organization.

At Bell, we constantly test new solutions in our own 310-BELL contact centres. We take key learnings to our clients, giving you access to best practices, new technological trends and the most efficient processes.

Contact us today for more information.

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