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BT updates contact centre offerings

Veronica C. Silva | Feb. 6, 2013
Portfolio helps organisations to reach out to customers across multiple channels

BT Contact recently announced an updated portfolio of customer service solutions that aim to reach out to most customers through whatever contact channel they are on.

The BT Contact portfolio includes solutions for different digital communication channels, including social media, web chat and video. These solutions also work with different vendors' solutions, including those from Cisco, Avaya and Genesys.

In updating its solutions, BT noted that there are many ways these days for companies to reach out to their customers as today's customers are almost always connected to a network, whether it's the Internet or mobile devices. Given this, BT said its solutions are fit for today's "omnichannel" generation.

"Those innovations, including the latest evolution of BT's cloud-based contact centre solutions, will help organisations keep ahead of trends in "omnichannel" customer service - customer service delivered over multiple channels but connected together within the organisation to provide a seamless customer experience, regardless of channel used," read BT's press statement.

BT's announcement came shortly after the company released a study saying that web chat is one of the effective channels to connect with customers. The research noted that the use of web chat has recently increased, and that the customers' experience from such contact channel has been pleasant and positive. On the part of the organisation, the web chat experience has helped increase employee productivity and reduce cost.

BT's updated contact centre portfolio includes solutions designed for mid-sized organisations with contact centres of between 100 and 1,000 seats. BT said this type of contact centres is currently the fastest growing segment in the market. The BT Contact portfolio has been designed to enable smaller contact centres to enjoy the sophisticated set-up of large contact centres but without the expenses usually associated with larger deployments.

Andrew Small, vice president, BT Contact in BT Global Services, said the updated portfolio allows agents to gain broader access to information that will help them better interact with the customer, regardless of the customer service channel. Organisations can also expand their operations to include new communication channels "without significantly increasing complexity or cost."

The portfolio includes:

- the BT Inbound Contact which is being rolled out to eight new countries throughout the next 12 months, including Chile, Colombia, Turkey, Thailand, Indonesia, Costa Rica, Venezuela and Romania. This solution allows organisations to deliver the same quality of service to their customers consistently and seamlessly, regardless of geographical location. BT said this solution is able to cut cost by as an average of 30 percent as organisations dispense with the need for international numbers.

- the BT Auto Contact is an automated self-service system for simple and routine inquiries. BT said this system will roll out in the US and Latin America to add to the existing capabilities in Europe and the Asia-Pacific region. 


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