OREANDA-NEWS. July 26, 2012. A fully managed pay-as-you-go multimedia contact centre based on the cloud to support the growth of organisations in the region

BT today announced the launch of BT Cloud Contact in Latin America. BT Cloud Contact is a cloud-based multichannel contact centre solution, now available in Argentina, Brazil, Chile, Colombia and Mexico. It enables rapid and low risk deployment of contact centre services designed to effectively handle customer relations through different channels, such as email, voicemail, web chat and voice, in addition to an embedded Contact management application or integration with 3rd party customer relationship management (CRM) applications.

 BT Cloud Contact also optimizes contact centres’ productivity through managing geographically dispersed sites from centralized management and administration tools such as real time and historical reporting dashboards, voice recording, and supervision and monitoring systems. It offers the flexibility and scalability required to meet seasonal business needs and peak and valley demand in a cost-effective way: the organisation pays only for the number of agents used, and BT is responsible for the system’s management, maintenance and upgrades.

 BT Cloud Contact is part of the BT Contact service portfolio developed to enhance collaboration and improve customer service by reducing technology risks and costs for the organisations while providing a better user experience. The service allows call centre agents to respond quickly and effectively to customers through multiple contact channels such as e-mail, chat, voice and call back. Agents are able to manage multiple forms of customer contact from a single desktop, while ensuring each contact is recorded and tracked across the entire organisation. This results in speedier contact resolution and a more efficient way of delivering customer service.

 BT has been supplying contact centre solutions to financial institutions, government agencies, leisure groups and high street retailers since 1998 and is today one of the world’s leading hosted contact centre providers. BT Cloud Contact responds to the needs of today’s multisite contact centre operations which want to optimise the use of their personnel through networking and virtualisation in one global pool. In addition to this, intelligent routing immediately puts customers through to the right person when they call.

 BT Cloud Contact addresses a wide range of contact centres, from 25 to 1,000 + seats and is well positioned to address greenfield deployments or migration from traditional telephone lines to IP multimedia solutions. BT Cloud Contact requires no more on site infrastructure than a single PC equipped with a headset or a basic telephone. It is anideal for companies that experience seasonal fluctuation in their demand or are deploying pilot projects in new, uncertain markets. This managed service also eliminates the need to make additional investments that will only be used to its full potential during peak times.

 Cloud services for customers in Latin America, including BT Cloud Contact, are hosted in BT’s data centres with full backup to ensure availability, resilience, performance and security. BT Cloud Contact services comprise a multilingual platform to support customers in the region in Portuguese, Spanish and English.

 “Consumers increasingly use new channels to communicate with businesses and organisations. Where previously booking a holiday would involve a telephone call, today with a multi-channel contact centre - and tomorrow - it now can be done via email, web, SMS and other types of communication, in addition to the phone,. The requirement to manage interactions with customers, employees and citizens across a variety of channels is leading to investments in new multichannel contact centre solutions. Additionally, businesses are more and more inclined to use business critical applications delivered from the Cloud, in order to minimize their financial and operational risks and manage change is a more agile manner. We believe that BT Cloud Contact is the best possible response to these new trends,” says Jacinto Cavestany, vice president Iberia & Latin America, BT Global Services.