Infotech Lead Europe: BT will roll out Cisco’s new contact center solutions.
BT Contact — integrating the latest contact center solutions from Cisco — will help enterprises improve productivity, reach customers through new channels, such as social media and video, and enhance customer satisfaction.
BT Contact’s modular architecture allows enterprises to closely tailor the solution they purchase.
READ Mobile World Congress 2013 HERE
Cisco Packaged Contact Center Enterprise, a pre-packaged solution supporting up to 1,000 agents, integrates with customer relationship management (CRM) systems and comes with a range of management and reporting tools.
The latest release of Cisco Unified Contact Center Express enables BT Contact to deliver secure, resilient and sophisticated customer interaction management solution for up to 400 agents.
Cisco SocialMiner, allowing BT Contact customers to listen, monitor and respond in real time to conversations customers are conducting online, is useful for identifying unhappy customers on public forums and helping to engage with them to resolve their problems.
“The new Cisco additions to the already extensive end-to-end capabilities of our BT Contact portfolio will strengthen what we can deliver and ensure that we provide the full breadth of solutions that our customers want,” said Andrew Small, VP of BT Contact, BT Global Services.
“BT Contact customers benefit from enterprise-class service levels, security and reliability from two of the most-established companies in the contact center field,” said John Hernandez, vice president and general manager of Cisco’s Collaboration Business Applications Business Unit.