BT intros Cloud Contact

cloud-based IP contact centre service based on Cisco's unified communications and collaboration (UCC) technology to its contact centre portfolio for the US, CBR Cloud Platform reports.

Cloud Contact is designed to provide global unified communications to contact centres ensuring reach, flexibility and cost control.

According to Market Watch, with cost the key driver for the market shift to cloud-based services, BT Cloud Contact is available on a flexible pay-as-you-use basis.

Significant costs savings result from shifting to an opex-based commercial model, driving operational savings and service improvement. The biggest savings, however, are realised in the ability to share hardware, software and licensing across an organisation's contact centres in a secure and resilient 'private cloud' with savings averaging 45% compared with the traditional on-premise model.

The Sacramento Bee quotes Andrew Small, VP unified communications, CRM and CPE Portfolio, BT Global Services, as saying: "As the drive for cost reduction continues to place increasing demands on call centre operations, this service can be a key enabler to transform the traditional call centre into a customer interaction network, enhancing reliability while streamlining interactions to help deliver superior customer service."

BT Cloud Contact is a global solution that can be seamlessly integrated into other existing call centre infrastructures. It combines the best features of BT's CRM portfolio into a single, powerful centre, hosted by BT and flexible enough to grow with an organisation.