BT Infonet Introduces New Hosted IP-Based Capabilities to its Contact Centre Services.EL SEGUNDO El Segundo (ĕl sēgŭn`dō), industrial city (1990 pop. 15,223), Los Angeles co., S Calif., on Santa Monica Bay; inc. 1917. Its products include navigation and computer systems, aircraft parts, office machines, telephone apparatus, and , Calif. -- Capabilities Support Contact via Voice, Email, Fax, SMS (1) (Storage Management System) Software used to routinely back up and archive files. See HSM. (2) (Systems Management Server) Systems management software from Microsoft that runs on Windows NT Server. and Web-based Messaging Without a Premises-Based ACD (Automatic Call Distributor) A computerized phone system that responds to the caller with a voice menu and connects the call to the appropriate agent. It can also distribute calls equally to agents. or PBX (Private Branch eXchange) An inhouse telephone switching system that interconnects telephone extensions to each other as well as to the outside telephone network (PSTN). BT Infonet, a leading provider of global communications services for multinationals, today announced new capabilities for its network-based contact centre services, ICCS ICCS International Conference on Conceptual Structures ICCS International Council for Canadian Studies (Conseil International d'Études Canadiennes) ICCS International Council for Canadian Studies . With the integration of advanced capabilities from Cisco Systems “Cisco” redirects here. For other uses, see Cisco (disambiguation). Cisco System,Inc. (NASDAQ: CSCO, HKSE: 4333 ) is an American multinational corporation with 54,000 employees and annual revenue of US $28.48 billion as of 2006. and Wicom Communications, ICCS is enhanced by a full range of hosted IP-based contact centre services, including skill-based call routing and interactive voice response systems (IVR (Interactive Voice Response) An automated telephone information system that speaks to the caller with a combination of fixed voice menus and data extracted from databases in real time. ). The service also supports customer contact via a variety of methods, including voice, email, fax, SMS and Web-based messaging, all without the need for a customer premises based automatic call distributor (ACD) or private branch exchange (PBX). In addition, BT Infonet has added a number of new virtual contact centre features for its ICCS clients, including: --Voice response - for voice recognition of callers and subsequent routing of inbound calls to the most appropriate contact centre resource --Network queuing - which reduces contact centre costs by queuing calls on the BT Infonet network rather than at a customer-owned ACD --Upgraded Web-based controls - allowing real time Web-based monitoring and control over their contact centre routing and functionality via BT Infonet's easy to use client portal, my.infonet.com. --Network Call Transfer - allowing calls to be transferred between departments and external partner organizations. With this service, real-time and historical customer data is made available where it is needed most -- at the point of customer contact. BT Infonet has provided contact centre services for many years to multinationals including DaimlerChrysler, and one of the world's largest logistics and delivery companies. In the past year, ICCS has also added a number of new clients including International Masters Publishers International Masters Publishers (IMP) is a publisher with activities in 35 countries. IMP creates and markets products within the areas of recipes and cookery, home and hobbies, entertainment and education. IMP was founded in 1972 and is privately held. (IMP (Interface Message Processor) The first router used in the ARPAnet. It was a Honeywell 516 minicomputer with special interfaces and software written by BBN. Imp of the Perverse perversity as motive for men’s actions. [Am. Lit. ) and Scandinavian Airlines (SAS (1) (SAS Institute Inc., Cary, NC, www.sas.com) A software company that specializes in data warehousing and decision support software based on the SAS System. Founded in 1976, SAS is one of the world's largest privately held software companies. See SAS System. ). SAS is using ICCS to support inbound customer contact to its Eurobonus frequent flyer frequent flyer Hospital practice A popular term for a Pt who is regularly admitted to a particular ER or health care facility, for various reasons program. ICCS' intelligent call routing is helping SAS facilitate the gathering of vital customer details for routing of customer calls to the most appropriate contact centre skill group. "We have a strong ten-year legacy in providing network-based contact centres. In that time, we've evolved our service based on industry trends and feedback from our ongoing user group meetings," said Arnold Bos, BT Infonet's senior director of MultiMedia Services. "As a result of this input, we have been continuously enhancing our services with options that help clients improve both the functionality and efficiency of their contact centres -- helping them deliver a better customer service experience to their valued customers." The team operationally and commercially responsible for ICCS is organized within a single unit specializing in cross-border contact centre services. This unit provides end-to-end ownership for marketing and sales support, ordering and implementation, customer care, training, development, project management and consultancy. This approach is recognized by BT Infonet's clients as one of the most important elements and as a key differentiator in providing an effective service. About BT Infonet BT Infonet is a leading provider of managed network communications services for multinational entities, fully owned by BT Group and part of BT Global Services. BT Infonet offers integrated solutions optimizing the complex relationship between enterprise applications and the global network. BT Infonet provides local service support in over 70 countries and territories and its network is accessible from more than 180 countries. Additional information about BT Infonet is available at www.bt.infonet.com About BT BT is one of the world's leading providers of communications solutions serving customers in Europe, the Americas and Asia Pacific. Its principal activities include IT and networking services, local, national and international telecommunications services, and higher-value broadband and internet products and services. BT consists principally of three lines of business: --BT Retail, providing a comprehensive range of communications and related services to over 20m UK consumers and businesses. --BT Wholesale, providing network services and solutions within the UK to more than 600 fixed and mobile operators and service providers including the provision of broadband and private circuits. --BT Global Services, providing IT and networking services to meet the needs of multi-site organizations globally. BT Global Services operates in more than 130 countries and also offers international carrier services. In the year ended 31 March 2004, BT Group's turnover was GBP GBP In currencies, this is the abbreviation for the British Pound. Notes: The currency market, also known as the Foreign Exchange market, is the largest financial market in the world, with a daily average volume of over US $1 trillion. 18,519 million with profit before goodwill amortization, exceptional items and taxation of GBP 2,013 million. BT Group plc is listed on stock exchanges in London and New York New York, state, United States New York, Middle Atlantic state of the United States. It is bordered by Vermont, Massachusetts, Connecticut, and the Atlantic Ocean (E), New Jersey and Pennsylvania (S), Lakes Erie and Ontario and the Canadian province of . British Telecommunications plc (BT) is a wholly-owned subsidiary of BT Group and encompasses virtually all businesses and assets of the BT Group. For more information, visit www.bt.com/aboutbt |
|
||||||||||||||||
Printer friendly
Cite/link
Email
Feedback
Reader Opinion