Our approach

The way people shop and share their experiences has transformed. Your customers are now driving the buying process using websites, blogs, vlogs, social platforms and more.

So, you need to embrace new channels and technologies to exploit fresh opportunities and stand out from the crowd. 

What if you could bring all your platforms, channels, and applications together to optimise the interaction at every stage in your customer journey? Then, you could learn from your customers and increase the relevance of your products and services by having an on-going dialogue. 

Whether you’re looking to control cost or flexibility, we have a full range of contact centres and applications to meet your customers’ expectations of excellent customer service, and we’ve got the expertise and reach to give them that experience globally.

We’re able to use our 450 multilingual agents around our centres much more effectively, and we’ve started to see a 10% increase in efficiency. "

Ruth Birkinof
Head of Global Contact Centres, Etihad Airways.

Use cases

Use Case
Offer a multi-channel customer experience How the right technology can deliver a seamless customer journey
Use Case
Use the cloud to improve your customer experience Personalise your customer experience without adding complexity or cost.
Use Case
Make your contact centre agents more productive How improving your visibility can lead to better customer interactions.
Use Case
Boost your contact centre with integrated unified comms How collaboration across a simple, single interface can deliver more operational success and greater customer satisfaction.


Want to dive even deeper? We've curated a selection of expert analysis and opinion, together with relevant case studies, whitepapers, articles and blogs.
Case Study
Helping Etihad Airways’ contact centres work in perfect harmony BT and Cisco virtualisation makes sure customers are treated as esteemed guests wherever their calls land.
What do digital customers want With digital technology evolving at breakneck speed, what’s the effect on how customers contact companies? Dr Nicola Millard explores the answer.
Chat, tap, talk: Eight trends making customers’ lives easier
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