Build a better contact centre with Bell

As a Canadian leader in contact centre services, we can help you deliver the experience your customers demand by providing your business with everything from solution design and technology integration to 24/ 7 bilingual support.

We incorporate among the latest contact centre technologies, making it easy to implement an omnichannel strategy that helps keep you connected to your customers anywhere, anytime and on any device.

Bell Contact Centre services include:

• Technology and solution integration

  Enhance your contact centre with interactive voice response (IVR), computer telephony integration (CTI), CRM integration, omnichannel routing and more. We also provide the tools to analyze data in real time to optimize your workforce strategy and continuously improve your operations.

• Consulting

  Our consultants can help define your customer experience strategy, determine remote worker requirements, track agent performance, identify areas of improvement and eliminate inefficient processes.

• Design and implementation

  Our team will develop a contact centre solution customized to your specific customer experience vision and strategy. We can also help you integrate the right technologies, processes and training.

• Managed services and support

  With managed services from Bell, our ITIL-certified experts will help maintain your contact centre equipment and applications so you can focus on your day-to-day business operations

Deliver an exceptional experience from the cloud

Bell On Demand Contact Centre is a subscription-based service designed for businesses with up to 1,000 agent seats. It enables employees to work anytime, anywhere without the need for additional specialized on-premises infrastructure or software.

Your business can easily scale and redeploy agents in real time – simply paying for the capacity you use. And with automatic updates, you get access to the latest versions and features.

Bell On Demand Contact Centre gives you:

• Rapid customer contact resolution

  Ensure calls are directed to the right agents faster with blended routing across voice, email and chat, along with automated call distribution (ACD) for skill-based routing. You also get computer telephony integration (CTI), integrated voice response (IVR), CRM look-up and more.

• Real-time reporting

  Manage your resources for maximum efficiency and productivity with full visibility into your contact centre operations. In addition to current agent activity and load, you can view real-time reports for queues, service level alerts and detailed and aggregated agent reports.

• Full-featured administration

  Our online portal has everything you need to manage and monitor your contact centre’s performance, including call recordings, queue configuration, self-serve web configuration management and more.

• Optimized agent performance

  Maximize agent efficiency with powerful performance monitoring and analytics features such as call recording, screen captures, live monitoring, agent evaluations, speech transcription and detailed reporting. Plus, the easy-to-use workforce management feature helps ensure you’ve got the right agents in the right place at the right time.

Extend your workforce with Robotics Process Automation

Robotics Process Automation (RPA) solutions automate low value-added, repetitive processes and streamline tasks to help your organization boost efficiency and productivity.

In addition to integrating and processing data, RPA solutions can manipulate software and communicate with a number of devices across your network.

With RPA, you can automate mouse selection, field entry, data extraction, copy/paste, screen navigation and logging in/out. You can also merge sources, make calculations, query databases and invoke web services.

Robotics Process Automation enables:

• Meaningful customer experiences

  RPA solutions use guided resolution, next-best action and analytics to triage customer requests. And with basic triage handled, agents can focus on high-value customer interactions.

• Productivity

  Robots can complete the same task about five times faster than humans, and they work 24/7 – saving you time and money.

• Accuracy and compliance

  Robots are consistent with standard policies and processes to minimize errors, prevent fraud and adhere to complex regulations.

• Job enrichment

  Employees report greater satisfaction when they offload simple, repetitive tasks and focus on high-value, high-interest work.

• Efficiency without disruption

  RPA solutions are designed to increase efficiency without significant disruption to core workflows or radical organizational change.