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TMCNet:  BT announces new capabilities for BT Contact portfolio

[February 04, 2013]

BT announces new capabilities for BT Contact portfolio

Feb 04, 2013 (Datamonitor via COMTEX) -- BT has announced new capabilities for its BT Contact portfolio, designed to make organizations easier to do business with, while removing costs and complexity from their contact center operations and enabling omnichannel customer service.

Those innovations, including the latest evolution of BT's cloud-based contact center solutions, will help organizations keep ahead of trends in omnichannel customer service - customer service delivered over multiple channels but connected together within the organization to provide a seamless customer experience, regardless of channel used, the company said.

The updated BT Contact portfolio now includes BT inbound contact, BT Auto Contact, BT Cloud Contact, BT Onsite Contact, and BT Optimize Contact. The BT Contact portfolio harnesses the latest technologies from Cisco, Avaya and Genesys and is complemented by BT Advise Contact.

Andrew Small, vice president BT Contact in BT Global Services, said: "BT Contact continues to innovate, helping organizations create an omnichannel approach to customer service. Our latest enhancements to the portfolio empower organizations 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 organizations with the ability to add new communication channels without significantly increasing complexity or cost." Republication or redistribution, including by framing or similar means, is expressly prohibited without prior written consent. Datamonitor shall not be liable for errors or delays in the content, or for any actions taken in reliance thereon

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