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Next Generation Contact Center Platform from BT Offers
a New Way to Deliver Services

"CosmoCom allows us to better interlock with our customers, and to become of greater value to them by allowing them to provide better service to their customers."

-Frank Shaffer, Director Global Voice Services, BT Global Services

Next Generation Contact Centre (NGCC) is a network-hosted contact center on-demand service from BT Global Services. Powered by CosmoCall Universe technology hosted in BT's global network, NGCC provides businesses with comprehensive contact center functionality without the need to purchase or manage onsite infrastructure or network interconnections to PSTN carriers or ISPs. NGCC is BT's exclusive, proprietary version of CosmoCom, available in North America, Europe and Asia under two delivery models – the shared platform NGCC On-Demand, and the dedicated platform NGCC On-Net.

NGCC includes the following capabilities:

Multi-channel ACD
(phone, videophone, e-mail, live internet)
Network-based IVR
Unified queuing and routing
Integration to your on-premises CRM
Browser-based system provisioning
Browser-based IVR creation
Browser-based real time reports
Browser-based review of recordings
Comprehensive historical reports
International multi-site support
Managed interconnections to global voice and IP networks
Worldwide delivery of calls to agents anywhere via 150 country access numbers
Central management of all agents (including remote sites and remote agents)
Training for agents, supervisors and administrators

BT NGCC's IVR DESIGNER (Click for larger image)

BT NGCC's IVR DesignerServices

BT MCC's Administrator (Click for larger image)

BT NGCC's browser-based
administrative client

Since pricing for NGCC is modular, businesses pay only for the specific mix of capabilities they need. And since pricing is also usage-based, businesses can deploy as many seats as needed and can also either scale up or down the number of seats as necessary at any particular time.

NGCC is a new approach to deploying contact centers. Prior to NGCC, contact center managers had a tough choice: either build and maintain everything in-house, or outsource the entire operation, including the agents, to a third party. With NGCC, contact center managers get the best of both worlds: outsource the technology, but maintain control of the application and keep the agents in-house, even across multiple locations in different countries. NGCC's powerful administrative tools allow businesses to maintain complete management control over their contact center. For example, authorized contact center managers can add new agents in seconds, and can amend call routing rules and set up or adjust IVR scripts in real-time, all without the need to call BT.

NGCC integrates both IP and traditional voice technologies to create a virtual-ACD capability that can also integrate with existing communications infrastructure. This enables businesses to easily integrate web-based access methods into their call centers, changing them into true contact centers and ensuring that all communications with customers are filtered into a single virtual queue that is managed globally. All contact requests, regardless of type such as e-mail, chat, voice and voice mail, are handled by NGCC's unified queuing and routing engine. And because there are no hardware constraints such as PBX or ACDs, agents can be anywhere – globally distributed around an organization's sites, in a virtual contact center, or even at home. The only equipment needed on-premises are headset-equipped multimedia PCs for the agents and an IP connection.

NGCC is appropriate for a wide range of applications in which expanding communication channels with customers is desired or essential; it is ideally suited for use in the telemarketing, travel & distribution, retail, and financial sectors.

"We identified this opportunity years ago. CosmoCom is the vendor whose technology and network architecture made it feasible for us to implement and roll out this service globally."

Powered by CosmoCom

The all-IP architecture of CosmoCall Universe makes it the
ideal selection for BT's Next Generation Contact Centre solution. CosmoCall Universe was built from the ground-up with the needs of network service providers in mind, including a high availability, high capacity, multi-tenant solution with the capability of location-independent agents and support of all forms of customer communication in one unified platform.

For more on CosmoCall Universe, please visit the Product section of our site.