CCaaS Telecom News

Transforming Contact Centers: BT & ServiceNow’s Cloud-Based Solution

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UK telecommunications group BT and software company ServiceNow have introduced a contact-centre-as-a-service (CCaaS) package aimed at business and public sector customers. The offering aims to simplify and accelerate the digitalization of contact centers and workflows in response to growing demand for such solutions.

By shifting contact center systems to the cloud, companies can achieve more flexible and responsive user experiences, cost reductions, and new service innovations and compliance tools. The CCaaS package is jointly delivered and managed by BT and ServiceNow, combining the robust capabilities of ServiceNow‘s Now Platform with BT’s Global Voice network, which offers a choice of tools.

The technology has already been successfully deployed to UNHCR, the UN Refugee Agency. Both companies now hope to extend its benefits to other organizations.

Andrew Small, Director of Voice and Digital Work at BT Business, remarked on the value of the partnership: “Integrating comms into the workflow and case management simplifies compliance processes, makes colleagues more efficient, and gives a better experience to everyone. Our new package in partnership with ServiceNow will create a compelling pathway for customers looking to move to the cloud and achieve all the benefits digital transformation has to offer.”

Chris Bedi, Chief Digital Information Officer at ServiceNow, echoed this sentiment, emphasizing the importance of turnkey solutions in removing complexity from cloud migration and workflows: “The combination of our cloud‑based platform, with BT’s global network and communication expertise, will offer customers a unique opportunity to digitize and unify their organizations to be smarter and faster.”

BT and ServiceNow initially announced their partnership in 2021, with BT stating the collaboration would help create an AI-powered, self-healing digital infrastructure for its business operations. In a similar vein, BT recently launched its “virtual wards” program, designed to provide healthcare providers like the NHS with technological solutions for patient care, including apps, AI monitoring, and online consultations. With these innovations, BT and ServiceNow continue to demonstrate their commitment to remaining at the forefront of digital transformation within the telecommunications industry.

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