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Customer Contact solutions

Bell On Demand Contact Centre

Deliver an exceptional customer experience out of the cloud.

Bell On Demand Contact Centre is a subscription-based solution that delivers a sophisticated multi-site contact centre solution for an affordable monthly fee. With no need for specialized on-premises infrastructure or additional software, you can offer an exceptional customer experience while enabling your employees to work from anywhere, anytime.

Designed for operations with up to 1000 agent seats, Bell On Demand Contact Centre relieves the burden on your in-house IT team and helps you minimize your capital costs. Running on Canada’s largest voice, data and wireless network, it delivers the performance and availability your business needs.

Four reasons to choose Bell On Demand Contact Centre

Bell On Demand Contact Centre gives you the contact centre you need – without the capital expense and resource strain of building it yourself. The benefits:


On Demand Contact Centre makes it easy to adapt to the changing demands of your business.

Scale easily, redeploy agents in real time – and always pay only for the capacity you use. On Demand Contact Centre lets you adapt to the shifting demands of routine business cycles and seasonal peaks, quickly adjusting capacity to handle call volumes.


You can resolve calls faster with advanced call routing and prioritization – and keep your customers satisfied.

On Demand Contact Centre automatically generates customer-specific information so your CRM system can quickly prioritize and route calls to the right agent.


Setup is quick with our intuitive cloud-based model, so your business never misses a beat.

On Demand Contact Centre was designed with the user experience in mind. It is so intuitive that your agents can be up and running within minutes. All they need to get started is a phone and a computer with Internet access.


Updates are automatic, with no service disruption.

Seamless, automatic updates mean you get the latest versions of advanced features like unified queue management and skills-based routing as soon as they become available, with no disruption to your users or customers.

Key capabilities of Bell On Demand Contact Centre

Fast call resolution

Rapid customer contact resolution

With On Demand Contact Centre you can ensure the right calls are directed to the right agents faster and more efficiently. Features include:

  • Blended routing across all media types – voice, email, chat
  • Automatic Call Distribution (ACD) for skill-based routing and rapid call resolution
  • Computer Telephony Integration (CTI) to avoid clients having to repeat information
  • Integrated Voice Response (IVR) using Voice Select
  • CRM look-up, email keywords and chat launch

Optimized agent performance

With our fully integrated quality management solution, you get a powerful set of monitoring and analytics capabilities to help improve the customer experience and maximize agent performance. Features include call recording, screen recording, live monitoring, quality assurance and speech analytics. Plus, with an easy-to-use workforce management solution with tools for scheduling, forecasting and performance management, you can be sure you have the right agent in the right place at the right time.

Optimized agent performance
Real-time reporting

Real-time reporting for optimal resource management

Bell gives you full visibility into your contact centre through vital statistics such as real-time load and current agent activity, allowing you to better manage resources for efficiency and productivity. Reports include:

  • Real-time queues
  • Service level alerts
  • Business results by volume
  • Detailed and aggregated agent and queue reports

Full-featured administration

On Demand Contact Centre’s online administration portal provides all the features you need to manage daily activities and monitor contact centre performance, including:

  • Call recording and compliance monitoring
  • Queue configuration
  • Self-serve web configuration management
  • Disaster recovery option to ensure availability of your
    mission-critical operations

Full-featured administration

Learn more from your Bell representative.

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