BT Collaborates With Voxeo to Deliver Multi-Channel Cloud Customer Self-Service
COLOGNE, GERMANY and LONDON, UNITED KINGDOM -- (Marketwired) --
-- Voxeo, an Aspect company,to provide low-cost, low-risk, cloud
interactive voice response and automated self-service solutions to BT
-- Collaboration in self-service solution reduces cost of support up to
90% when compared to live agent support
Voxeo, the leading provider of Unlocked Communications(TM) solutions,
and now an Aspect company, today announced that it has joined forces
with BT, a global leader in managed networked IT services, to provide
clients around the world with low-cost, low-risk, cloud interactive
voice response (IVR) and automated self-service solutions that can be
accessed via phone, web, text and social media channels.
BT uses Voxeo Prophecy and CXP (formerly VoiceObjects) to deliver
fully integrated customer self-service solutions to clients on a
per-transaction or per-minute basis as part of its BT Auto Contact
offering. BT Auto Contact satisfies a global and fast-growing
appetite for self-service solutions that make it easy for customers
to access services 24/7 across multiple channels and reduces the
business cost associated with providing those services by up to 90%
when compared to live agent support.
"BT Auto Contact enables customers to serve themselves and costs from
as little as 23p per transaction. Organizations can significantly
reduce their service costs while improving customer satisfaction by
deploying effective, telephone-based self-service," says Andrew
Small, VP BT Contact & BT One, BT Global Services. "Voxeo's
multi-channel capabilities provide a unified technology
infrastructure for integrating additional online and mobile
self-service options. Organizations can deploy their auto contact
applications across multiple channels and multiple geographies."
Voxeo's IVR platform is integrated with BT Inbound Contact, BT's
global voice network, which intelligently routes voice traffic across
170 countries and will allow multi-national deployments to be
implemented and managed centrally. Voxeo's application development,
management and analytics platform, Voxeo CXP, allows BT to build,
manage and monitor the performance of bespoke self-service solutions.
"We chose Voxeo because its technologies are aligned with BT's
strategic objective to help our customers deploy global,
multi-channel applications quickly and cost effectively," says Small.
"Voxeo's advanced multi-lingual speech recognition capabilities, plus
its highly sophisticated analytics and reporting capabilities give us
the confidence to build and manage even the most complex
multi-national self-service deployments."
Paul Thomas, VP Sales EMEA of Voxeo states, "We welcome the
collaboration with BT, which allows us to extend our global reach
with a recognized world leader. We are focused on working with
companies that are committed, not just to the development of
innovative self-service solutions, but to delivering high performance
throughout their lifetime. BT's commitment to that objective is
With the combination of BT's global network reach and Voxeo's
distributed platforms across Europe, North America and AsiaPac,
organizations can roll out advanced self-service applications to more
than 170 countries quickly and with low risk.
Voxeo, an Aspect company, removes the locks that make
voice, SMS, instant messaging, Twitter, web chat, mobile web, unified
communications and self-service applications difficult to create,
manage, analyze, optimize and afford. Every day we work to unlock the
neglected value of these communications solutions with open
standards, disruptive innovation and a passion for problem solving --
fueled by an obsession with customer success. We do so for more than
250,000 developers, 45,000 companies and half of the Fortune 100.
Aspect's fully-integrated solution unifies the three
most important facets of modern contact center management: customer
interaction management, workforce optimization, and back-office. We
help the world's most demanding contact centers seamlessly align
their people, processes and touch points to deliver remarkable
customer experiences. For more information, visit www.aspect.com.
Follow Aspect on Twitter at @AspectSoftware. Read our blogs at
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 2013, BT Group's revenue was GBP 18,017m
with profit before taxation of GBP 2,501m.
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
For more information, visit www.btplc.com
Aspect, the Aspect logo, Voxeo and the Voxeo logo are either
trademarks or registered trademarks of Aspect Software, Inc. or Voxeo
Corporation in the United States and/or other countries. The names of
other companies and products mentioned herein may be the trademarks
of their respective owners.
Media Contacts US:
Voxeo and Aspect
+1 630 227 8312
+1 972 830 8135
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