In the past, the CAPEX and OPEX expenditure of opening a contact center made it almost impossible for small organizations. However, today cloud technology is making it possible to establish a wide range of businesses including contact centers without much capital as long as the broadband infrastructure is available to deliver the service. British Telecom (BT) announced the launch of its cloud-based contact center system in Spain that has the capability of scaling from 50 to more than 1,000 seats.
The company's new global contact management system is able to deliver intelligent routing to and from 190 countries around the world with a wide range of national number selections. According to BT, this new platform delivers the latest technology by integrating multiple channels of communication so agents can be dispatched using intelligent routing technology with consumers through email, voicemail, Web chat and voice.
Organizations will now be able to use the Cloud Contact system to manage customer interactions, or to integrate with their CRM system of choice using the Cloud Contact API with its embedded contact and case management tool without having to worry about managing the system, maintenance or any upgrades because BT is responsible for the entire system. This includes a feature rich Salesforce.com connector.
The flexibility and scalability of the pay-as-you-go multimedia contact center service delivered from the cloud means organizations can start establishing contact center with greater ease than ever before. If an organization has an existing communication platform, voice calls can be delivered with the Cloud Contact softphone or legacy on site telephony devices. With this platform agents can sit at a single desktop and manage multiple types of customer contacts while at the same time recording each contact and tracking it centrally to deliver faster and more efficient customer resolution.
“Consumers increasingly use new channels to communicate with businesses and organizations. Where, previously, booking a holiday would involve a telephone call, today ,with a multi-channel contact center, this can be done via email, Web, SMS and other types of communication - in addition to the phone,” said Jacinto Cavestany, country manager, Iberia, BT Global Services. “The requirement to manage interactions with customers, employees and citizens across a variety of channels is leading to investments in new multichannel contact center solutions.”
The Cloud Contact brings together geographically dispersed sites with management and administration tools delivering real-time and historical reporting dashboards, voice recording, supervision and monitoring systems, workforce management and quality monitoring systems.