BT Group has selected NICE’s solutions to transform its contact center operations — replacing its previous recording and workforce management solutions.

Earlier, BT customer care centers were located in Bangalore, India, resulting into poor customer satisfaction for BT subscribers. Media reports say BT had operated call centers in India from 2003. BT used India as a cost effective platform for running its call centers.

As a result of BT’s investment in customer experience this year, call center agents in UK and Republic of Ireland are attending 150,000 more service calls every week locally indicating that domestic call centers are handling 86 percent of calls.

BT in its latest quarterly financial result said average call waiting time has come down to 71 seconds which is over 2 minutes faster than a year ago. EE, a BT Group company, is answering the phone from mobile customers in 66 seconds.

“The NICE Workforce Management technology deployed across BT customer service organizations is a fundamental requirement in order to support a multi-brand, multi segment business,” said Rachel Higham, managing director of IT, BT Group.

BT selected NICE hosted solution to reduce deployment timescales. NICE’s contact center platforms permit increased operational flexibility and will contribute to a faster return on our investments in contact center infrastructure.

John O’Hara, president of NICE EMEA, said BT’s contact center transformation and selection of NICE reflects the position of NICE as a driver of actionable insights and efficiency across customer-centric operations in the telecommunications industry.

NICE to power BT call centers

BT is implementing NICE WFM, NICE Engage, and Nexidia Analytics across the Group over the next three years to transform its contact center operations.

BT will upgrade and centralize its platforms for improved customer experience, optimized total cost of ownership, and ensured regulatory compliance.

BT will benefit by standardizing on NICE for multi-channel recording, speech and text analytics and workforce management (WFM).

NICE WFM demonstrated the capacity to manage and forecast the activities of thousands of BT contact center agents, including the optimization of a multi-skilled workforce. The solution also improves employee engagement and generates a significant reduction in annual administrative costs.

The NICE Engage platform provides multi-channel recording, archiving and streaming solution. BT also selected Nexidia Analytics to address the need for in-depth insights into customer and agent behavior based on speech and text interactions.

“After extensive research we concluded that the NICE WFM, Engage and Analytics platforms were the best in the market, with a proven track record of helping organizations such as ourselves deliver better outcomes for our customers whilst also allowing for simplified support processes,” said Libby Barr, managing director of Consumer Customer Care, BT Group.

Baburajan K