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Cisco - FEATURED ARTICLES

February 20, 2013

Cisco News - BT Contact Integrates Cisco Solutions

By Robbie Pleasant, TMCnet Contributor

BT (News - Alert) Contact, the contact center portfolio from BT Global Services, is getting an upgrade. It’s being integrated with the latest contact center solutions from Cisco (News - Alert), helping improve productivity and provide new channels with which enterprises can reach their customers.


With the Cisco Packaged Contact Center Enterprise, organizations have access to everything they need for their contact centers to provide the best customer service. It can support up to 1,000 agents, and integrates with customer relationship management systems with ease.

By combining it with BT Contact, BT can provide a secure and resilient customer interaction management solution. It supports up to 400 agents, and lets managers supervise and monitor the contact center remotely, reassigning agents as necessary to provide the best customer experience. It can also support video kiosks, so customers at stores or branch locations can have access to video services.

Furthermore, the Cisco SocialMiner helps BT Contact customers connect with customers online in real-time. Whether on forums or social media, if a customer has something to say, you can find them and reply.

There are several other new additions to BT Contact, thanks to Cisco. For example, the Finesse Desktop has been integrated to the BT Cloud Contact, and the Cisco Customer Management Portal helps change scripts or IVR flows through an easily accessible portal. All of these additions help make BT Contact even more easy, convenient, and effective for its customers.

“Our contact center customers have been telling us that the pace of change in their sector has never been higher,” says Andrew Small, VP of BT Contact for BT Global Services (News - Alert). “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.”

BT and Cisco make a great combination, as BT’s customers will see soon enough. The new features that are made available as a result of this will improve BT Contact greatly, making it even easier to manage contact centers and keep customers satisfied.




Edited by Brooke Neuman



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