BT has launched a new all-in-one customer care product, Contact Central, which provides unified queuing and routing of phonecalls, web chats, web voice, e-mail and voice mail, and enables multi-location operations.
Contact Central has two major elements: a contact platform, based on CosmoCall Universe, and a CRM platform, based on Siebel's e-business 2000. The all-in-one pre-packaged approach minimises the need for complex and costly CTI projects.
Coining the slogan "Live in Five," BT uses Contact Central to implement in a few days what would require months of work with traditional technology.
"CosmoCom's open architecture made it the ideal selection for the ACD and IVR component," said Contact Central product manager, Paul White. "We were able to provide a very robust integration to give small and medium sized companies access to a degree of interoperability between ACD, IVR and CRM that would otherwise be available only from high-priced systems integrators."
"We are clearly noticing a greater desire for total solutions from businesses of all sizes as they seek to implement contact centre solutions quickly and easily," said analyst Alpa Shah, of Frost and Sullivan. "In the past, this kind of integration could only be achieved by means of custom CTI projects undertaken by costly consultants.
"The pre-integration approach of BT's Contact Central goes a long way to make the all-in-one approach a cost-effective reality, allowing companies to focus more on their core competencies and less on the intricacies of contact centre infrastructure."
Headquartered in Melville, New York, with offices in the UK and distribution partners throughout the world, CosmoCom recently received an award for best new product at the Irish Call Centres Awards. Frost and Sullivan recently reported that CosmoCom's installed base represents a 50% share of the US IP-ACD market.