- Products & Solutions
- Access choices
- Application performance management
- Internet services
- IP address management
- Managed network services
- Virtual Private Network Services
- Network services solutions
- Business technology services
- CRM professional services
- IT professional services
- Mobility professional services
- Networks professional services
- Unified communications professional services
- Identity and Access Management
- Managed security services
- Security Consulting
- Security Intelligence
- Security solutions
- Why BT
Our position and recognition in published analyst reports.
We believe in the power of communication to make a better world
We are proud that our work is recognized time and again by customers, analysts and professional organizations
Our company overview: how we're bringing it all together around the world
Who we’ve helped, and how. Learn how organizations just like yours get better when they work with us.
Join us to explore fresh ideas
Explore and debate the big issues with us as we bring together the latest insight on the hottest IT trends.
From press releases to local news
Great thinking from across the company
Our range of showcases offers you an online or face-to-face insight into our portfolio and its capabilities.
- Let's Talk
- My Account
BT & Cisco virtualisation ensures customers are treated as esteemed guests wherever their calls land
Building a platform for the future
Ask any manager of a large-scale project what job satisfaction feels like and they’ll tell you it’s about creating a lasting impression. So when Alex Holcroft was asked to run the Etihad Airways contact centre transformation programme he didn’t think twice. Here was a genuine opportunity to drive the airline’s future success.
Alex’s task was virtualising three contact centres – two in the UAE (Abu Dhabi and Al Ain) and one in Manchester in the UK – on a BT Cloud Contact Cisco platform. Now those far-flung locations act in perfect harmony. The airline’s guests are offered a first-class experience in 16 languages across 40 countries. A lasting impression, indeed.
I think we’ve made a significant difference to the business. We’ve given them a huge amount of tangible benefit.”
- Alex Holcroft, Project Manager, Etihad Airways
Etihad Airways guests warmly welcomed everywhere with BT Cisco virtual contact centre
Watch how virtualization of Etihad Airways global contact centres is helping set highest quality customer service standards, deliver quantified business results and drive the airline’s future success.
- 450 agents acting as one through a virtual contact centre
- 10 per cent increase in average agent efficiency
- Integrating two sites in the Middle East and one in the UK
- Working in 16 languages across 40 countries
- Time to answer improved by 30 per cent
- 75 per cent increase in cargo agents’ productivity
Competitive edge with contact centre virtualisation
Contact centres hold out the opportunity to start a great customer relationship from the word go. Companies have to get that right. Etihad Airways sets top-shelf customer service standards through contact centre virtualisation.
Capturing and routing calls around the world
Virtualising the contact centre is the right first step. Handle your global calls with the care they deserve too. Speed their flow from country to country. That’s why Etihad Airways chooses to collect and distribute calls around the world.
Engaging guests through the channels of their choice
Having outbound and inbound calls, email, text, and social media traffic in the same queue gives a 360° customer view. In serving tech-savvy guests, all those channels are open to Etihad Airways through multichannel communication.
Reducing complexity and optimising resources
Easy management comes from putting things like call recording, IVR and workforce optimisation in the cloud. Once-complex issues such as setting up foreign-language IVR menus are simple. And Etihad Airways makes best use of agents with insightful data across all contact centres.
View the full case study on SlideShare