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London, UK, May 17, 2023 - BT announced a new era in its partnership with ServiceNow, a digital workflow company that makes the world work better for everyone, with plans to launch a turnkey, contact-centre-as-a-service (CCaaS) package integrating digital workflows, global communications and a cloud-hosted contact centre platform.

It is being developed in response to demand from customers to simplify and accelerate digitalisation of their contact centres and workflows. Digitalisation, including the move of contact centre systems into the cloud, offers more flexible and responsive user experiences for both customers and agents. It also helps reduce costs, boost productivity and enables new service innovations and compliance tools.

It will be delivered and managed by BT and ServiceNow to help customers create fully digital, comms-enabled workflows without having to engage multiple partners. It combines ServiceNow’s Now Platform capabilities with BT’s Global Voice network, integrated into a choice of tools, such as call recording, and a CCaaS platform.

"Integrating comms into the workflow and case management simplifies compliance processes, makes colleagues more efficient and gives a better experience to everyone," said Andrew Small, director of voice and digital work, Business, BT. "Our new package in partnership with ServiceNow will create a compelling pathway for customers looking to move to the cloud and achieve all the benefits digital transformation has to offer."

Chris Bedi, chief digital information officer, ServiceNow, added: "Customers are increasingly looking for turnkey options to remove complexity from cloud migration and workflows. The combination of our cloud-based platform, with BT’s global network and communication expertise, will offer customers a unique opportunity to digitise and unify their organisations to be smarter and faster."

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://newsroom.bt.com

Date Posted: Friday, May 19, 2023