BT Expands Cloud Contact Center with Customer Self-Service and WFO
Offering combines technologies from Verint, Cisco, and Voxeo.
Posted Sep 11, 2013
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BT today announced an expanded set of cloud-based contact center capabilities for the U.S. market, designed as an integrated offering with advanced performance analytics, workforce optimization (WFO), multichannel capabilities, and customer self-service options.

BT's Cloud Contact solutions allow businesses to scale based on demand, take advantage of the latest technologies without expensive upfront investments, and connect remote contact center agents. Customers can now significantly divert traffic away from the contact center and reduce costs to as little as 35 cents per transaction with BT's self-service capabilities. Additionally, companies can improve efficiency and performance by leveraging advanced WFO tools for their existing contact center from $40 per user per month.

Key services now available in the U.S. include:

  • BT Optimize Contact: a suite of optimization tools that provide deeper insights into operations, including staffing and service levels, customer interaction voice recordings, and speech analytics. With technology from Verint systems, BT can provide a unified view of customer interactions and service levels.
  • BT Cloud Contact Cisco: a cloud-based IP contact center service based on Cisco's Unified Contact Center technology. It is a fully functional multichannel contact center solution designed to complement an organization's existing IP telephony service. It enables agents to work from any location and to handle multichannel contacts from across the globe, optimizing resources without the overhead of managing and maintaining physical infrastructure 24/7.
  • BT Auto Contact: an automated system that frees up agents to focus on more complex and revenue-generating calls by empowering customers with more choices to solve issues. Leveraging Voxeo's Prophecy and CXP technologies, BT Auto Contact offers enhanced self-service options for customers, including mobile and online options.

"Today, customers expect instant access to information and resources to solve their issues, regardless of the contact method they choose," said Bas Burger, president of U.S. and Canada for BT Global Services, in a statement. "Cloud-based solutions may provide the answer for companies struggling to address rising customer expectations while also lowering costs. This is why BT has made significant investments in building out a full set of solutions for all contact center needs in the cloud."

BT's Cloud platforms already deliver more than six million voice calls and 500,000 messages and chats in an average month with agents spread across 40 countries.

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