BT selects Cisco solutions to enhance contact center portfolio
Feb 25, 2013 (Datamonitor via COMTEX) --
BT, a communications services company, has announced enhancements to its contact center portfolio, BT Contact, by integrating the latest contact center solutions from its strategic technology partner, Cisco.
Cisco's new suite of products and services will be rolled out by BT globally in the coming weeks and will reportedly enable enterprises to improve productivity, reach customers through new channels, such as social media and video, and enhance customer satisfaction, the company said.
According to the company, BT Contact's modular architecture allows enterprises to closely tailor the solution they purchase.
Cisco Packaged Contact Centre Enterprise is a pre-packaged solution that supports up to 1,000 agents. It offers everything organizations need to deliver exemplary customer service, with a simple design, pricing, ordering and deployment to single site or distributed contact centers. The solution integrates with customer relationship management (CRM) systems and comes with a comprehensive range of management and reporting tools.
The solution enables team managers and supervisors to monitor the contact centre remotely and gives them the ability to remotely reassign agents to fully optimize customer service.
A further enhancement is the ability to support in-branch video kiosks, providing customers with access to expertise from any store or branch location, in high-quality video. The addition of Workforce Management enables contact center resources to be managed efficiently and service levels are delivered through effective automation, analysis and scheduling, the company said.
Cisco SocialMiner is a solution allowing BT Contact customers to listen, monitor and respond in real time to conversations customers are conducting online, the company reported.
Message of the Day Portal enables customers to record and change interactive voice response (IVR) messages on demand via a browser-based portal in real time. The Cisco Customer Management Portal makes changes to scripts or IVR flows through a single portal that is accessible from anywhere.
Finesse Desktop is integrated into BT Cloud Contact to provide a thin client multimedia desktop which gives companies the ability to customize their desktop environment without the need for an expensive technology overhaul, the company added.
Andrew Small, VP of BT Contact, BT Global Services, said: "Our contact centre customers have been telling us that the pace of change in their sector has never been higher. Their own customers are becoming ever more demanding, expecting consistently excellent service, delivered across multiple new channels, around the clock.
"The challenge for contact centres is to be flexible enough to meet these changing demands, while keeping operations simple enough to be effectively and efficiently managed. 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."
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