BT announced that it has signed a contract over 2 years to manage Microsofts global OneCall call center routing initiative. Under the agreement, BT will design, build, deploy and manage a solution to unify and manage Microsofts contact centers throughout the world into a single network-based contact center environment.
The contract calls for an 18-month deployment schedule across 77 Microsoft call centers around the world, with potential to expand to more than a hundred centers globally.
The OneCall solution will enable Microsofts call centers world-wide to be centrally managed for call routing, resulting in improved customer service levels and better use of call center agents. The call centers support customer service and support, sales and marketing.
Michael Culleton, a Director in Microsofts OneCall team explained that BT was selected “based on their leadership and experience in contact center technology and capabilities and their ability to manage a project of this scope globally .
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