• Masaki, Plot No. 1130, Kinondoni Municipal, Dar Es Salaam, TANZANIA
  • info@bttat.co
  • Mod-friday, 09am -05pm
logo-img

Call Us

+255 788 064 268
Get A Quote

OCU

Orchestrating Exceptional Customer Experiences with Cost Efficiency

At BTT&AT®, we specialize in empowering unified interaction centers to deliver exceptional customer service while simultaneously reducing operational costs. Our approach involves creating multi-channel interaction centers that offer world-class service at an optimal cost. Although there is no universally defined standard for world-class service, BTT&AT® defines it as consistently exceeding customer expectations in all interactions.

Our solution is built on best-in-class interaction management software, which includes the following powerful applications:

1. IVR/Speech Recognition:

  • Well-designed IVR/speech recognition applications allow customers to perform self-service transactions, such as account inquiries, order entries, and order status checks, at a fraction of the cost of agent-assisted interactions.
  • These applications enhance customer service by minimizing wait times and providing 24/7 availability, freeing up agents to handle more complex tasks.

2. Advanced Routing:

  • Our technology offers significant improvements over traditional PBX routing.
  • By efficiently routing interactions to the right agents at the right time, we enhance customer service and operational efficiency.
  • Beyond voice calls, our system handles emails, chats, and other interactions, as well as back-office tasks.

3. Agent Desktop:

  • Our rich agent desktop software significantly boosts agent efficiency and enables higher first-call resolution rates.
  • Agents benefit from comprehensive tools and information, including caller data from IVR applications and simplified navigation of back-end IT systems.
  • The user-friendly interface facilitates multi-media interaction control and provides valuable interaction history.
  • Agents can track the types of interactions they handle, allowing management to identify patterns and make informed improvements.
  • Additionally, our flexible customer relationship management (CRM) solutions offer cost-effective ways to store customer data and experiences.

4. Advanced Reporting and Analytics:

  • Our integrated reporting covers all customer interaction management applications within the contact center.
  • Detailed data, including real-time, historical, ad hoc, dashboard, and end-to-end reports, supports IVR/speech, routing, multi-media, agent activity, outbound, and workforce management.
  • Analytics tools enable trend analysis and ad hoc inquiries, helping identify operational enhancements.

5. Workforce Management Systems:

  • Basic forecasting and scheduling programs are no longer sufficient.
  • Our powerful tools allow accurate forecasting and scheduling with less effort.
  • Workforce managers can off-load repetitive tasks and empower agents, improving overall morale.

6. Other Applications:

  • Our software supports predictive, progressive, and outbound calling campaigns, seamlessly integrating with inbound applications.
  • Automated business process routing enhances agent productivity.

At BTT&AT®, we believe that exceptional service need not come at a high cost. Our comprehensive suite of solutions ensures that your interaction center operates efficiently while delivering outstanding customer experiences.

Channelise

Optimizing Investments and Enhancing Capabilities in Contact Centers

Contact centers often grapple with legacy systems that have reached or are nearing the end of their operational life. These systems, while costly and challenging to maintain, form the backbone of customer interactions. At BTT&AT®, we specialize in providing tailored solutions for such environments, regardless of the existing equipment, applications, or system complexity. Here are some strategic approaches we offer:

1. Legacy PBX Systems:

  • Traditional PBX systems can be expensive to operate and upgrade. They often lack flexibility when it comes to integrating new applications or accommodating additional sites.
  • Our solution involves leveraging voice-over-IP (VoIP) technology, including SIP. By adopting software-based applications, organizations can reduce operational costs, gain greater application flexibility, and seamlessly upgrade or expand their contact center.
  • These VoIP solutions can be seamlessly integrated into existing legacy PBX systems, coexist with state-of-the-art VoIP PBXs, or operate independently.

2. Legacy IVR Systems:

  • Aging IVR (Interactive Voice Response) systems pose maintenance challenges. Their reliance on Touch Tone input results in limited caller acceptance.
  • Our approach is to replace these systems with modern alternatives. These new systems allow rapid development and modification of applications using common web programming languages.
  • They interface seamlessly with both new and legacy back-end IT systems, ensuring smoother operations. Additionally, incorporating speech recognition significantly enhances caller acceptance levels.

3. Agent Desktop Solutions:

  • Outdated screen pop and soft phone applications are difficult to maintain, hindering adaptability to evolving contact center needs.
  • Our advanced software products offer extensive customization options. They empower agents with multimedia capabilities, outbound functionalities, and detailed contact history.
  • These solutions can seamlessly interface with legacy or contemporary IT and CRM systems, enabling more efficient agent workflows and improved reporting.

By channeling investments strategically and upgrading capabilities, organizations can transform their contact centers into efficient, customer-centric hubs while safeguarding existing investments.

Unify

Do More with Less Complexity

Some companies have complex contact center environments that require more advanced technology solutions. Examples include:

  1. Multiple sites
  2. Branch offices and home agents
  3. Multiple corporate divisions and departments
  4. Use of third party outsourcers
  5. Multiple PBX manufacturers
  6. Complex and/or numerous routing strategies
  7. Integrated voice, video, email and chat
  8. Call blending
  9. Legacy and new back end IT systems
  10. Disparate reporting applications

Contact center environments can become even more complex through their company’s acquisition of other firms, or rapidly expanding product and services offerings.

BTT&AT has a great deal of experience at providing unified software solutions for complex contact centers environments. By unifying disparate systems together with seamless applications and reporting, a contact center can more easily achieve its business goals. IT organizations can also benefit by having one overall system to manage and operate, which can in turn reduce support costs and improve system availability.

Genesys – Portfolio of Offering

Using Genesys Customer Interaction Management software, we can integrate multiple sites, third party outsourcers, branch offices and home agents. The Genesys suite fully supports products from over 40 PBX manufacturers. This solves the problem of integrating sites with different telephony platforms, while protecting a customer’s application investments if their PBX’s change.

In addition, once the Genesys platform is in place BTT&AT’s team can provide a full range of customer interaction management applications. For example, we can create routing solutions to meet almost any need using data driven, service level, business priority, last agent, multi-site and multi-media mechanisms. Our SmartAgent agent desktop software offers soft phone controls, CRM integration and screen pop functionality to new and old back-end IT systems. A common reporting platform can provide real time, historical and other applications for inbound, outbound, multi-media and many other contact center applications.