BT and Cisco ICM partnership targets unanswered emails

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BT and Cisco Systems have formed a new technology partnership to enable multiple call centres to deal with enquiries more efficiently. With this new overflow solution, UK businesses are less likely to lose revenue from unanswered customer enquiries.

Cisco’s new intelligent contact management (ICM) software re-routes emails, website enquiries, and 'call me' requests to the contact centre with the greatest capacity. Currently, ICM services cater only for voice calls.

BT is testing the new software in order to offer its customers a guarantee against lost business. Contact centre customers who sign up for these trials will gain early access to new software. BT will identify any software limitations case-by-case, and ensure they are addressed prior to full implementation of the solution.

Overall, BT's objective is to guarantee software downtimes for their customers of less than 10 minutes per year.

Mark Kummer, operations director of Cisco Systems UK, said: "The technology collaboration between Cisco and BT has been designed to customers can have the greatest confidence in the services delivered."

Core markets for the new ICM offering are home shopping, finance and utilities. The first product to be released as a result of the technology alliance will be ICM version 4.5.

About BT
British Telecommunications activities include local, long distance and international telecommunications services, mobile communications, Internet services and IT solutions. Geographically, the company has operations worldwide, although it intends in the future to focus more on the UK and Western Europe. In the year to March 31, 2001, BT’s group turnover was £20,427 million with profit before goodwill, amortisation, exceptional items and taxation of £2,072 million.

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