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Cloud Call Center Featured Article

May 22, 2012

BT Expands Contact Center Portfolio with Cloud Call Center

Cloud Call Center Resource Web Editor

BT, a provider of CRM management, industry solutions, mobility and wireless, networked IT services and outsourcing, announced the expansion of its contact center portfolio for the U.S. with a cloud-based IP contact center service based on Cisco’s Unified Communications and Collaboration technology (UCC).

BT Cloud Contact is a global solution that can be seamlessly integrated into other existing call center infrastructures. It combines the best features of BT’s CRM portfolio into a single, powerful center, hosted by BT and flexible enough to grow with an organization. With BT Contact hosted services, users can blend email, Web chat and voicemail with intelligent routing and traditional voice technologies and create a multi-channel contact centre at minimum expense.

Cisco’s UCC enterprise delivers intelligent contact routing, call treatment, network-to-desktop computer telephony integration (CTI), and multichannel contact management over an IP infrastructure. It combines multichannel automatic call distributor (ACD) functionality with IP telephony in a unified solution, enabling companies to rapidly deploy a distributed contact center infrastructure.

 “The cloud-based contact center empowers businesses and organizations of all sizes to provide world-class care to their customers,” said John Hernandez, vice president and general manager of the Customer Collaboration Business Unit at Cisco. We are delighted that BT is launching this new service based on Cisco Unified Contact Center technology.”

BT Cloud Contact helps overcome major challenges in providing global unified communications to contact centers, such as reach, flexibility and cost control. It is available on a pay-as-you-use basis. Cost is the key driver for the market shift to cloud-based services, and significant costs savings result from shifting to an opex-based commercial model, driving operational savings and service improvement.

The biggest savings are realized in the ability to share hardware, software and licensing across an organization’s contact centers in a secure and resilient private cloud with savings averaging 45 percent compared with the traditional on-premise model.

“As the drive for cost reduction continues to place increasing demands on call center operations, this service can be a key enabler to transform the traditional call center into a customer interaction network, enhancing reliability while streamlining interactions to help deliver superior customer service,” said Andrew Small, vice president Unified Communications, CRM & CPE Portfolio, BT Global Services.

Edited by Carrie Schmelkin


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