2009-09-10

By Editor, CIR

BT Global Services has today, Thursday, launched a series of new offerings to help organisations avoid customer services operations downtime.

Among the offers, BT has launched a new enhancement to its Next Generation Contact Centre (NGCC) service, which aims to reduce downtime associated with denial of access. The service can be supplied as a stand-alone solution or alongside existing contact centre technology.

In the current economy and with a growth in business continuity threats, self-service applications such as identity and verification, balance enquiries, account payments and booking lines offer businesses a cost effective solution to handle routine customer requests. Indeed, BT reckons that almost 70% of consumers say they would select voice self service over off-shored contact centres.

Commenting on the launch, Neil Sutton, vice-president, global portfolio, BT Global Services, said: "Businesses today face the dual challenge of ensuring excellent customer service, while keeping capital expenditure costs under control. But, as recent examples have shown, unexpected events -- such as extreme weather conditions, travel problems or virus outbreaks -- can quickly bring a contact centre to its knees. Advances in BT's on-demand contact centre technology and self-service CRM tools, as well as trial offers, will put businesses in a stronger position to tackle any unforeseen events and benefit from cost savings."

BT is also currently offering business customers a free trial of its self-service CRM solutions.

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