BT brings social to Contact portfolio for omnichannel service

5th Feb 2013

BT has announced new capabilities for its  Cloud-based call centre portfolio to help firms deliver omnichannel customer service.

The firm’s Contact portfolio, designed for mid-market organisations with contact centres between 100-1000 seats, delivers self-service technology, contact centre analysis and enables agents to work from any location. 

New capabilities to the solution include the introduction of Cisco SocialMiner, enabling agents to monitor social networks and incorporate into normal contact centre operations. Relevant social media posts can then be presented to agents as a live feed, which they can then choose to action.

According to the communications firm, the growth in omnichannel service has been driven by demand for simpler and more consistent interactions via online, social media and video channels.

The revamped portfolio also includes enhanced Cloud capabilities with the new ‘desktop connectors’ feature to bring more customer information to the agent desktop. BT Cloud Contact is also now available as a ‘pay-as-you-go’ service.

BT Optimise Contact, the firm’s contact centre analytics tool and launched as a Cloud service from £30 per user per month, enables organisations to adapt to operations needs.

BT Onsite Contact has also been enhanced for mid-market organisations, allowing for transparent capture and routing of customer requests.

Additionally, the firm is expanding its Auto Contact system to the US and Latin America, in addition to existing capabilities in Europe and Asia-Pacific whilst its Inbound Contact tool is being rolled out to eight new countries throughout the next 12 months including Chile, Colombia and Turkey.

Andrew Small, VP of BT Contact in BT Global Services, said: “BT Contact continues to innovate, helping organisations create an “omnichannel” approach to customer service. Our latest enhancements to the portfolio empower organisations of all sizes to provide world-class care to their customers.

“It gives agents a much broader access to the information needed to manage customers’ interactions regardless of channel used. And it provides organisations with the ability to add new communication channels without significantly increasing complexity or cost.” 

Meanwhile, BT also released new research which revealed the growing populalrity of webchat and its contribution to customer satisfaction. 

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