Customers of today are different than customers 20 years ago. While your parents and grandparents are still inclined to pick up the phone – and only the phone – when they have a customer service inquiry or a problem, younger Americans are just as likely to send an e-mail, launch a Web chat, make a social media post or use a mobile app to get in touch with a company. Though the telephone remains the number one preferred method of attaining customers service, it’s often simply the most important component of a multichannel customer care strategy.
Smarter companies running state of the art contact centers understand this, and we’re starting to see more companies, large and small, adopting powerful multichannel platforms so they can service customers in any way they choose to contact the company.
BT, the UK’s largest telecom company, is this week announcing new capabilities for its BT Contact portfolio, which was designed to make organizations easier to do business with, while removing costs and complexity from their contact center operations and enabling “omnichannel” customer service.
Those innovations, says BT, including the latest iteration of BT's cloud-based contact center solutions, were added to help organizations keep ahead of multichannel trends in customer service — customer service delivered over multiple channels, but connected together within the organization to provide a seamless customer experience, regardless of channel used. The growth in this type of “omnichannel” service has been driven by demand for simpler and more consistent interactions via online, social media and video channels.
BT manages 10 billion minutes per year of inbound voice calls to its enterprise customers' contact centers.
"BT Contact continues to innovate, helping organizations create an 'omnichannel' approach to customer service,” said Andrew Small , VP BT Contact in BT Global Services, in a statement. “Our latest enhancements to the portfolio empower organizations of all sizes to provide world-class care to their customers. It gives agents a much broader access to the information needed to manage customers' interactions regardless of channel used. And it provides organizations with the ability to add new communication channels without significantly increasing complexity or cost,” he added.
New features in BT Contact include expanded customer self-service options, new call queuing and routing functionality, and BT Cloud Contact functionality that allows organizations to deploy its flexibly anywhere in the world and allows agents to work from their homes.
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