BT Contact Boosts Video And Social Media Capabilities With New Cisco Solutions

BT Contact Boosts Video And Social Media Capabilities With New Cisco Solutions

Enterprises to benefit from video, social media and productivity improvements
to BT Contact

PR Newswire

IRVING, Texas, Feb. 19, 2013

IRVING, Texas, Feb. 19, 2013 /PRNewswire/ --BT today announced significant
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 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.

  oCisco Packaged Contact Center Enterprise is a complete, pre-packaged
    solution that supports up to 1,000 agents. It offers everything
    organizations need to deliver exemplary customer service, with asimple
    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.
  oThe latest release of Cisco Unified Contact Center Express enables  BT
    Contact to deliver a highly secure, resilient and sophisticated customer
    interaction management solution for up to 400 agents. The solution enables
    team managers and supervisors to monitor the contact center 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.
  oCisco SocialMiner is a solution allowing BT Contact customers to listen, 
    monitor and respond in real time to conversations customers are conducting
    online. This is particularly useful for identifying unhappy customers on
    public forums and helping to engage with them to resolve their problems.
  oMessage of the Day Portal enables customers to record and change
    interactive voice response (IVR) messages  on demand via a browser-based
    portalin real time. 
  oThe Cisco Customer Management Portal makes changes to scripts or IVR flows
    through a single portal that is accessible from anywhere.
  oFinesse 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. This helps improve productivity as agents' desktops can be
    tailored in a way that suits their company's contact strategy.

Andrew Small, VP of BT Contact, BT Global Services, said: "Our contact center
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 centers 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."

John Hernandez, Vice President and General Manager of Cisco's Collaboration
Business Applications Business Unit, said: "We believe the combination of BT
and Cisco creates a uniquely compelling proposition. BT Contact customers
benefit from enterprise-class service levels, security and reliability from
two of the most-established companies in the contact center field.
Furthermore, they can apply our combined strength to contact centers of any
size, from the smallest to the very largest, and in any location."

Details on the BT Contact portfolio are available at

For further information

All news releases can be accessed at our web sites: and

About BT

BT is one of the world's leading providers of communications services and
solutions, serving customers in more than 170 countries. Its principal
activities include the provision of networked IT services globally; local,
national and international telecommunications services to its customers for
use at home, at work and on the move; broadband and internet products and
services and converged fixed/mobile products and services.BT consists
principally of four lines of business: BT Global Services, BT Retail, BT
Wholesale and Openreach.

In the year ended 31 March 2012, BT Group's revenue was £18,897m with profit
before taxation of £2,445m.

British Telecommunications plc (BT) is a wholly-owned subsidiary of BT Group
plc and encompasses virtually all businesses and assets of the BT Group. BT
Group plc is listed on stock exchanges in London and New York.

For more information, visit


Contact: Kris Kozamchak, Head of PR and Corporate Relations U.S.,
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