British Telecommunications plc
Managing communications with that huge audience - surely and securely - gives BT unbeatable contact centre expertise. However, having traditionally used on premise contact centre hardware, the emergence of cloud-based solutions offered BT the chance to replace that architecture with a flexible, scalable, and integrated alternative. BT worked with Enghouse Interactive - a leading supplier of customer interaction management software - to develop cloud contact. Global Customer Service Operations (GCSO) is the first point of contact for the division's customers. Designed as an IP-based multi-tenant platform, BT cloud contact offers a wide range of facilities including ACD, IVR, CTI, predictive dialing, and multimedia recording as well as reporting and management tools to enable self-administration.