BT Infonet

BT Infonet

March 22, 2005 08:02 ET

BT Infonet Introduces New Hosted IP-Based Capabilities to its Contact Centre Services



MARCH 22, 2005 - 08:02 ET

BT Infonet Introduces New Hosted IP-Based Capabilities
to its Contact Centre Services

EL SEGUNDO, Calif.--(CCNMatthews - Mar 22, 2005) -

Capabilities Support Contact via Voice, Email, Fax, SMS and Web-based
Messaging Without a Premises-Based ACD or PBX

BT Infonet, a leading provider of global communications services for
multinationals, today announced new capabilities for its network-based
contact centre services, ICCS.

With the integration of advanced capabilities from Cisco Systems 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). 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,

-- 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 (IMP)
and Scandinavian Airlines (SAS).

SAS is using ICCS to support inbound customer contact to its Eurobonus
frequent flyer 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

Additional information about BT Infonet is available at

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

In the year ended 31 March 2004, BT Group's turnover was GBP 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.
British Telecommunications plc (BT) is a wholly-owned subsidiary of BT
Group and encompasses virtually all businesses and assets of the BT

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