BT Bolsters US Contact Centres With Cloud Contact Solution

BT has announced that it has pepped up its US contact centre portfolio, adding a cloud-based IP contact service based on Cisco's Unified Communications and Collaboration (UCC) technology.

The contact centre is the modern evolution of the call centre, dealing not only with customers on the phone, but via emails, online chat and so forth.

BT notes that its Cloud Contact service provides global unified communications to contact centres, in order to improve cost effectiveness and flexibility, the two main boons associated with cloud technology.

The Cisco UCC platform is based in BT data centres across the US, Asia and the EMEA, and is built to support multinational organisations, having consistently delivered a high level of reliability over the past decade, the company asserts.

BT Cloud Contact can be picked up on a pay-as-you-use scheme, and the service can be seamlessly integrated into existing call centre infrastructure.

Andrew Small, vice president of Unified Communications, CRM & CPE Portfolio, BT Global Services, commented: "As the drive for cost reduction continues to place increasing demands on call centre operations, this service can be a key enabler to transform the traditional call centre into a customer interaction network, enhancing reliability while streamlining interactions to help deliver superior customer service."

John Hernandez, vice president and general manager of the Customer Collaboration Business Unit at Cisco, said: "The cloud-based contact centre 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 Centre technology."