By Kate Denison, Head of BT Contact and BT One Marketing.
Are Cloud Contact Centres now ready for ‘Prime Time’?
I think they are. The cloud contact market is very mature, especially in Europe and North America. BT was recently named as a leader in the 2015 Gartner Magic Quadrant for Contact Centre as a Service for Western Europe.
BT Global Services has been positioned the highest for its ability to execute in the Contact Centre as a Service, Western Europe Magic Quadrant.
Who is cloud contact for?
One myth is that cloud contact is only for smaller deployments. That’s not the case — there are niche providers, but it’s also been used by our customers with large numbers of agents like Tesco and Etihad Airways.
Other leading brands have made the move to cloud services. They trust the cloud is now robust enough to support critical business operations, and they are reaping the benefits. Not just in economic terms but also in reaching out to consumers with new ways of engaging them.
There are also myths about resilience, reliability and security. But they are not well founded. Some cloud deployments, certainly ones for the global accounts we cater for, have very stringent requirements about physical security, the usage and storage of customer data.
Security in the cloud.
If you think about it, cloud service in geographically-dispersed data centres gives continuity of service. And the fact that your agents can operate from anywhere with a phone and internet access (or, in an emergency, phone only) covers you if disaster strikes.
The other thing is that it’s not just the core cloud platform, with call distribution and direct management of inbound contact, that is now available from the cloud. If you‘re using the cloud for large numbers of agents you’re going to want to consume other services too. You might also want self-service, cloud-based services for call recording, work force management and optimisation or contact analytics.
Keep things simple.
That’s why BT offers these as a cloud service, with the same cloud-pricing model based on the number of agents supported or usage. This also includes cloud-based card payments that are fully Payment Card Industry (PCI) compliant.
If you want to find out more about cloud contact platforms and applications, speak to your BT account manager or visit us on the internet.
And for more information about our inclusion in the Gartner Magic Quadrant read our press release.
Gartner, Magic Quadrant for Contact Center as a Service, Western Europe, Steve Blood | Drew Kraus | Daniel O’Connell, 15 October 2015
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