BT (News - Alert) has unveiled an extended portfolio of cloud-based contact center capabilities specifically for the U.S. market. The company hopes to help international organizations address all their contact center requirements by leveraging these capabilities, which offer an incorporated solution for highly developed performance analytics, workforce optimization or WFO, multi-channel capabilities and customer self-service choices.
Contact centers are the primary point of interaction between a company and its customers. Several organizations are, however, unable to offer a satisfying customer experience. According to research conducted by BT and Avaya (News - Alert), 83 percent of customers revealed they were not able to easily connect to a contact center. An organization’s inability to deal with huge call volumes can translate into loss of customers. Nearly one third of customers preferred convenience over costs, and a majority of customers in U.S. prefer to purchase from organizations that offer customer friendly services.
In a statement, Bas Burger, president, US and Canada, BT Global Services (News - Alert) said, "Today, customers expect instant access to information and resources to solve their issues, regardless of the contact method they choose. Cloud-based solutions may provide the answer for companies struggling to address rising customer expectations while also lowering costs. This is why BT has made significant investments in building out a full set of solutions for all contact center needs in the cloud."
BT's Cloud Contact solutions are intended to offer an incorporated approach to fulfill the requirements of the contact center. With its solutions, BT says, companies can connect with remote contact center agents in a simplified and economical manner, and customers can leverage self-service capabilities to divert traffic away from the contact center and decrease expenses. Organizations can also take advantage of workforce optimization (WFO) tools for their current contact center, starting from $40 for each user for one month.