BT adds new capabilities for its Contact portfolio

Infotech Lead Asia: BT has added new capabilities for its BT Contact portfolio.

BT says these innovations will help organizations provide a seamless customer experience, regardless of channel used. The growth in omnichannel service has been driven by demand for consistent interactions via online, social media and video channels.

The innovations to BT Contact portfolio include technologies from BT’s partners and feature products and services optimized for mid-market organizations with contact centers of between 100-1000 seats.

BT manages 10 billion minutes per year of inbound voice calls to our enterprise customers’ contact centers.

BT Inbound Contact is being rolled out to eight new countries throughout the next 12 months including Chile, Colombia, Turkey, Thailand, Indonesia, Costa Rica, Venezuela and Romania offering organizations cost savings on average of 30 percent by avoiding the use for international numbers, which incur higher access charges for organizations and are more expensive for customers to call.

BT is also introducing Cisco SocialMiner to provide social media tools for agents using BT Cloud Contact.  This allows cloud-based scanning and monitoring of social media networks, incorporating those into normal contact centre operations to help provide a fully omnichannel experience. Relevant social media posts can then be presented to agents as a live feed which they can then choose to action.

The BT Contact portfolio harnesses the latest technologies from Cisco, Avaya and Genesys and is complemented by BT Advise Contact.

Andrew Small, vice president BT Contact in BT Global Services, said: “BT Contact continues to innovate, helping organizations create an “omnichannel” approach to customer service. 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.”

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