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Super agent

Super agent saves the day

These days, customers are very happy and comfortable with self-service. They’d much rather look something up a website or pay for something online; they like to help themselves rather than pick up the phone because it’s an easier, more efficient and quicker way of solving problems.

Does this mean the contact centre is dead? [Read more...]

Graham Dickens, Principal Enterprise Architect, BT Global Services

Getting really smart

By: Graham Dickens, Principal Enterprise Architect,  BT Global Services

In the IT industry it’s difficult to escape from buzzwords — new ones seem to emerge every other day. Take smart, for example. Smart cities, smart offices and even smart homes are popping up everywhere, but what does it really mean? The smart thing to do, of course, is to unearth the definition. Only when you pin down the real meaning can you begin to work out how effective it can be, and what it means for our buildings.

At BT, our definition of smart has evolved over the years. We’ve been invested in smart technology from the word go, so we’ve been right at the heart of its transformation. It was originally a nod to internet connectivity, but now, as Information Communication and Technology (ICT) is becoming more of a utility than a commodity; smart refers to the use of collaborative and connected technologies (e.g. Unified Communications). Smart buildings are those that successfully integrate ICT into their infrastructure: it’s the reason that close to zero net energy buildings can now be achieved and it plays a large role in the reduction of emissions. [Read more...]


Connecting for a smooth and seamless performance at lower cost

By: Jonathan Brasnett, Head of Global Mobility

Mobile working is already second nature. Smart organisations know that employees, who can work anywhere, get more done. This demand for mobile working saw global mobile data traffic grew in 2013 by 81 per cent* with predictions of a 750 per cent increase** over the next three years.

Seamless, secure connectivity is vital to keeping people productive and prepared, but mobile costs are escalating along with the vast amounts of data being consumed. The question is: how do you enable your employees to connect easily anywhere and do so while keeping mobile spending under control? Well, that’s where we come in. [Read more...]

Andrea Foord

We’re dreaming of a bright Christmas

By Andrea Foord, Head of Marketing , Retail & Supply Chain, BT Global Services

There are less than one hundred days to go until Christmas 2014 and all that entails. The shopping, perhaps, is the seasonal ritual we look forward to the least, and we all have our ways of making the ordeal more bearable. Sometimes it’s a posh coffee in a quiet café, sometimes it’s a ‘one for them, one for me’ present-buying strategy, and sometimes it’s working out the balance between the serenity of online shopping and the hustle and bustle of the high street.

If you’re a retailer, you’ll be on the lookout for new developments that will make the whole experience more exciting; those elements that will provide the ‘wow’ factor. We’ve compiled our list of the top five technologies that we think should be on every retailer’s Christmas list. [Read more...]


INFOGRAPHIC: The new world of care

We’re committed to our vision of a new world of care — driven by innovative and creative technology — and we’re working all over the world to deliver health and care services that change lives. From Cornwall to the Sunshine Coast of Australia, our telehealth solutions are changing the way precious clinical resources are being delivered to patients.

[Read more...]