BTB Australia

World Class Systems

The Leading Solutions

The only constant in this industry is change. The team at BTB are passionate about technology and we invest heavily in our systems and processes, to ensure we can offer you the latest in telecommunication, cloud and data based products.
We are proud of the platform we have built, spending over a decade developing our highly customisable CINDY billing system, and integrating it into our Salesforce CRM and Interactive Intelligence call centre solution.  Coupled with our own global NGN network, we are proud to boast that we are at the forefront of the wholesale aggregation market.

Salesforce CRM

When it comes to Customer Relationship Management, BTB are proud to provide Salesforce, the world’s leading CRM solution. With Salesforce, your sales team have access to tools that increase productivity, attract new customers, close deals faster and market more strategically.
BTB’s customised Salesforce platform allows you to access more than just your customer base:
  • Knowledge base – an extensive library of product information, standard rate cards, wholesale pricing, templates and guides, industry information and developments.
  • Case management – all your enquiries and sales are entered via Salesforce for provisioning, customer service and technical support. Track progress on all your open and closed queries in one central location.
  • Transparency – you have full access to your all your customer details, from billing to helpdesk queues. Monitor our performance and watch your revenues grow.
  • Opportunity management – Salesforce allows your sales team to track and manage open opportunities and pipelines.

Genesys Call Centre Software

The market leaders in call centre software, BTB have integrated the Interactive Intelligence platform by Genesys into our Customer Care Centre enabling us to continuously monitor and improve our service levels.
  • Triple redundancy – multiple backups in dispersed data centres ensures our call centre software and phone lines never fail.
  • Complete transparency with 100% call recording – access and monitor your customer interactions with BTB and easily resolve historical disputes.
  • Live QA monitoring – perform your own quality assurance checks and listen in on any of your customer conversations with BTB in real time.
  • Proactive customer retention – voice analytics software constantly monitors your customer’s mood. It can detect the tone of their voice and understand phrases such as ‘cancellation’, ‘churning’ or ‘unhappy’ and alert our team leaders to step in and manage the situation.
  • Queue prioritisation – you can assign VIP status to select customers and allow them to receive priority service.
  • Customer and case history – our service team are automatically presented with relevant case notes when your customer calls in allowing for personalised and efficient resolution.
  • Customer surveys and appraisals – request a tailored program to capture invaluable feedback from your customers.
  • Automatic call-backs – your customers can arrange for BTB to call back when it suits them without having to wait in queues.
We were so impressed with the results we decided to partner with Genesys and become an authorised reseller of Interactive Intelligence ourselves – have a chat with BTB and see if it could help improve your own call centre experience.

CINDY Billing System

To ensure you can focus on your core business of sales and marketing, BTB’s own bespoke billing system, CINDY, has been developed to oversee all your customers, contracts and services. 10+ years in the making, you can rely on CINDY to provide comprehensive, effective billing and reporting across your entire customer base.
With CINDY, BTB simplifies and enhances how you manage:
  • Customer billing, contracts and invoices.
  • Access to debtors, payments and customer interactions such as notes and bill history all in one convenient location.
  • Comprehensive monthly reporting to see how your business is performing.
  • Margin reports on a customer-to-customer basis.
  • Wholesale invoices for GST and accounting purposes.
  • Activity updates on your customer accounts.
  • Credit, debit, debtors and payment reports.
  • Advertise promotions and other products on your bills.
  • Live access 24×7 for full transparency and peace of mind.
  • Flexible and customised – our software engineers develop CINDY in-house so you can request specific features be added.
CINDY has everything you need. To help you get the most from our unique billing and reporting system, we provide training and resources, empowering you to manage your business on an ongoing basis.
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