Telecom Lead America: BT is going to expand its Contact
Center portfolio for the U.S., with the addition of cloud-based IP contact
center service based on Cisco’s Unified Communications and Collaboration technology
“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.
The company said that its Cloud Contact helps overcome
major challenges in providing global unified communications to contact centers,
such as reach, flexibility and cost control.
BT Cloud Contact is based upon the company’s extensive
global network. Thee UCC platform based in BT data centers across U.S., EMEA
and Asia Pacific, delivering a proven high level of reliability for over a
The cloud-based contact center empowers businesses and
organizations of all sizes to provide world-class care to their customers. We
are delighted that BT is launching this new service based on Cisco Unified
Contact Center technology,” said John Hernandez, vice president and general
manager of the Customer Collaboration Business Unit at Cisco.
BT Cloud Contact is available on a flexible
pay-as-you-use basis. Significant costs savings result from shifting to an
opex-based commercial model, driving operational savings and service
The company said that its Cloud Contact can be seamlessly
integrated into other existing call center infrastructures. It combines the
best features of BT’s CRM portfolio into a single, powerful center, hosted by
BT and flexible enough to grow with an organization.
BT selects Cisco UC Gateway Services API to assess voice and
Recently, BT Global Services selected Cisco to benefit
from Cisco UC Gateway Services API by bolstering its BT Assure Cloud Security