Telecommunications services provider, BT has revamped its BT Contact portfolio.
The company claims the solutions are designed to make it easier to do business with organisations, while removing costs and complexity from their contact centre operations and enabling "omnichannel" customer service.
In a statement, BT says these innovations, including the latest evolution of its cloud-based contact centre solutions, will help organisations keep ahead of trends in omnichannel customer service - customer service delivered over multiple channels but connected together within the organisation to provide a seamless customer experience, regardless of channel used.
According to the company, the growth in omnichannel service has been driven by demand for simpler and more consistent interactions via online, social media and video channels.
It says the innovations in the BT Contact portfolio include technologies from BT's key partners and also feature products and services optimised for mid-market organisations with contact centres of between 100 and 1 000 seats - the fastest-growing contact centre market.
"The BT Contact solutions are designed to provide the same sophistication as large contact centre deployments but packaged in a way to avoid expensive bespoke developments," it adds.
The updated BT Contact portfolio now includes BT Inbound Contact, which the company says harnesses the reach and reliability of BT's global voice network and employs its intelligence to route and queue calls all around the world.
"BT Inbound Contact allows organisations to provide a uniform service across all contact centres, providing callers, regardless of geographical location, with the same range of access numbers and routing plans. This helps international organisations present themselves as local operators and allows them to connect customers and agents across multiple contact centres, minimising the need for investments in call routing technologies."
The solution also features BT Auto Contact, which, according to the telecoms solutions provider, is an automated system that allows customers to use self-service technology to deal with simple, routine queries.
"It allows organisations to focus resources on managing more complex customer enquiries, offering cost savings in agents' time of up to 90%."
Also in the portfolio is the BT Cloud Contact, which enables agents to work from any location, meaning experts can be available 'on demand' regardless of where or how the customer enquiry is made, says BT.
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