Contact Center Solutions Featured Article

BT Expands Contact Center Portfolio in the U.S.

May 23, 2012

BT Contact hosted services allows users to transform their call centers into true contact centers by creating a multi-channel contact centre at minimum expense; combining email, web chat and voicemail with intelligent routing and traditional voice technologies. The company’s unified agent desktop provides users with all-inclusive, world-wide access to their contact centres with a single, intuitive interface, allowing for easy and efficient, real-time workflows.


Recently, the company expanded its Contact Center portfolio for the U.S. As the newest addition to the portfolio, the company introduced a cloud-based IP contact center service, and according to the company, this service is based on Cisco's Unified Communications and Collaboration technology (UCC).

With BT Contact hosted services, users only pay for those services which they need, and only when they need them. This allows them to easily adjust for seasonal spikes or unexpected events without unnecessary expense. The company’s experience with the latest technology from the world’s top brands can also reduce risk, cost and delivery time, the company stated in a press release.

“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 in a company press release.

In 2010, TMC’s Carolyn J Dawson reported that the company expanded its Unified Communications portfolio with the introduction of Kontiki's enterprise video solutions, which include live video webcasting and video on demand services. Even top multi-national organizations are enables to quickly and economically send broadcast-quality video content to their employees' PCs irrespective of the network by employing this service.




Edited by Allison Boccamazzo



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