BT has launched a series of new offers to help the telecoms firm says companies and government organisations around the world avoid downtime hitting customer services operations, if faced with an outbreak of diseases, man-made events and natural occurrences.
Extreme weather conditions, industrial strikes and virus outbreaks have all unexpectedly affected customer service operations for a number of companies over the past year, and to tackle this BT Global Services has outlined offers, aimed at helping businesses prevent downtime in their contact centres.
BT has launched an addition to its Next Generation Contact Centre (NGCC) service. As part of the service, called BT NGCC Protect, BT will help businesses ready themselves for any business continuity risks in their contact centres, by auditing their requirements and configuring systems so that agents can work from home, or other remote locations, if they can’t make it into the office. The service can work as a stand-alone solution or alongside existing contact centre technology, with licenses held in reserve at a greatly reduced cost, and then when required they can become live immediately.
By hosting the service over BT’s 21CN global platform, contact centre agents will be able to access Unified Customer Communications features, a BT-designed desktop and Customer Relationship Management (CRM) tools over the network, reducing the likelihood of downtime, while allowing businesses to reduce capital spending and benefit from greater flexibility.
Neil Sutton, VP 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 offering business customers a free trial of its self-service CRM solutions.
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, according to the firm.
