BT Expands Cloud Contact Center With Customer Self-Service And Workforce Optimization

   BT Expands Cloud Contact Center With Customer Self-Service And Workforce

BT's cloud-based contact center enables greater flexibility, reduced costs and
multi-channel self-service options

PR Newswire

IRVING, Texas, Sept. 11, 2013

IRVING, Texas, Sept. 11, 2013 /PRNewswire/ --BT today announced an expanded
set of cloud-based contact center capabilities for the U.S. market, designed
to provide global organizations with an integrated offering for all their
contact center needs, including advanced performance analytics, workforce
optimization (WFO), multi-channel capabilities and customer self-service

Contact centers are often the frontlines of customer service for businesses
today, yet many companies fall short when it comes to delivering a superior
customer experience. For example, according to recent research[1] by BT and
Avaya, an alarming 83 percent of consumers say the lines are busy when they
call a contact center. This lack of availability, convenience and self-service
options to handle call volumes can mean the difference between keeping and
losing a customer. In fact, one in three consumers say convenience is more
important than price. And, the research shows that more than 80 percent of
U.S. customers buy more from companies that make it easier for them to do

Bas Burger, president of US and Canada for BT Global Services said: "Today,
customers expect instant access to information and resources to solve their
issues, regardless of the contact method they choose. Cloud-based solutions
may provide the answer for companies struggling to address rising customer
expectations while also lowering costs. This is why BT has made significant
investments in building out a full set of solutions for all contact center
needs in the cloud."

With an integrated approach to address contact center needs, BT's Cloud
Contact solutions allow businesses to easily scale based on demand, take
advantage of the latest technologies without expensive upfront investments and
connect remote contact center agents in an easy, cost-effective way. Customers
can now significantly divert traffic away from the contact center and reduce
costs to as little as 35 cents per transaction with BT's self-service
capabilities. Additionally, companies can improve efficiency and performance
by leveraging advanced WFO tools for their existing contact center from $40
per user per month.

Previously, most cloud-based providers couldn't offer solutions for all the
components of a call center. This forced organizations to rely on multiple
vendors to get the tools they needed to be successful. Cloud-based WFO and
multi-channel self-service are the final pieces in the cloud contact center
puzzle. With our full suite of cloud-based solutions, organizations of all
sizes can now access the right tools to manage operations and provide a
world-class customer experience.

BT's solutions enable organizations to fully benefit from a globally dispersed
or mobile, remote workforce – allowing agents to work from anywhere, at any
time. In fact, Tesco, one of the world's largest retailers, is using BT's
Cloud Contact solution to virtualize its contact center services and give
customers an enhanced, more flexible and more responsive contact center
experience. The solution provides more than 200 home workers with an effective
contact center environment and it enables calls to be directed efficiently and
to the most appropriate agent with the skills to assist the caller.

Key services now available in the U.S. include:

  oBT Optimize Contact: a suite of optimization tools that help organizations
    improve efficiencies by giving them deeper insights into operations,
    including staffing and service levels, customer interaction voice
    recordings and speech analytics. Customer service agents typically account
    for the largest percentage of contact center costs, creating a greater
    need for WFO solutions to make sure agent resources are leveraged
    appropriately to maximize performance. With technology from Verint, BT is
    able to provide a unified view of customer interactions and service levels
    to enable better decisions about workforce optimization and management.
  oBT Cloud Contact Cisco: a cloud-based IP contact center service based on
    Cisco's Unified Contact Center technology. It is a fully functional
    multi-channel contact center solution designed to complement an
    organization's existing IP telephony service. It enables agents to work
    from any location and to handle multi-channel contacts from across the
    globe, optimizing resources without the overhead of managing and
    maintaining physical infrastructure 24/7.
  oBT Auto Contact: an automated system that frees up agents to focus on more
    complex and revenue-generating calls by empowering customers with more
    choices to solve issues. Leveraging Voxeo's Prophecy and CXP technologies,
    BT Auto Contact helps improve the overall customer experience with
    enhanced self-service options for customers, including mobile and online
    options, and has the potential to reduce contact center agent costs by up
    to 90 percent.

BT's Cloud platforms already deliver more than six million voice calls and
500,000 messages and chats in an average month with agents spread across 40
countries. For more information, please visit:

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 2013, BT Group's revenue was £18,017m with profit
before taxation of £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 New York.

For more information, visit

[1] Davies Hickman Partners, independent research analysts, carried out the
research on behalf of BT and Avaya. The source material was provided through
an online survey of 1,000 consumers, with 500 based in the US and 500 in the
UK. Age and sex profiles were evenly distributed across the survey to create a
representative sample of the population in both countries.



Contact: Kris Kozamchak 1-972-310-9055,
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