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The basics

Let us help you in your quest to offer great customer service by bringing you the best possible contact centre experiences. Global and local inbound services connect your customer to the right contact centre agents first time.

Our cloud contact centres operate globally, so your agents can be anywhere, and our service is scalable so you react to peaks in demand, while only paying for what you use. Self service saves up to 90% on live agent costs but can still provide excellent customer service.

You can build new channels to customer service via social media and video, but only pay for agents that need to use them.  We optimise your workforce and give valuable insights into how your agents are  reacting to your customers in real time.

Let us offer you some insights of our own with research and analyst viewpoint.

2015 Gartner Magic Quadrant:  Contact Centre as a Service for Western Europe.

BT was recently named as a leader in the 2015 Gartner Magic Quadrant for Contact Centre as a Service for Western Europe for its ability to execute and completeness of vision.

BT Global Services has been positioned the highest for its ability to execute in Gartner's Magic Quadrant for Contact Centre as a Service

We believe the cloud contact centre has come of age. Organisations are reaping the benefits, not just in economic terms but also in reaching out to consumers with new ways to engage with them.

Whether it’s self-service, call recording, work force management and optimisation, contact analytics or card payments we have a cloud solution for it.

Read the Gartner report, find it here.

Gartner, Magic Quadrant for Contact Center as a Service, Western Europe, Steve Blood | Drew Kraus | Daniel O'Connell, 15 October 2015

Autonomous Customer 2015: On hold for Intelligent Customer Service
Our new research looks at key changes in consumer behaviour and channel choice that affect customer service and it also highlights how consumer expectations are evolving. The research gathers information from consumers in Benelux, Germany, India, Indonesia, China, Singapore, Spain, UAE, UK and the USA.

You will find the full report in the resources section.

Autonomous Customer 2015 research with Nicola Millard

Nicola Millard gives an overview of how consumers are changing and what are the pressures for organisations delivering customer experiences and customer services. A sample of 500 customers across many markets are evaluated.

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If you want the accompanying slidepack of all of the essential findings  just register to download it.

Social Media: Serving the social customer
Or as Dr Nicola Millard puts it - how to look good on the Social Dancefloor? You can download the executive summary from the resources section below or watch Nicola cover the main findinds from her research in this video.

If you want the full report just register to download it.

Social Media: Serving the social customer

Dr Nicola Millard puts it how to look good on the Social Dancefloor?

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Resources

White papers