The new cloud service—part of BT’s Optimise Contact offering—works alongside a customer’s existing contact centre, be it a cloud contact centre or an onsite contact centre. It runs on BT’s extensive global network that is available in more than 190 countries, and introduces a flexible solution that can help customers quickly implement WFO, add agents, and bring down risks and costs, while boosting customer satisfaction.
Verint and BT have a long-lasting, successful relationship and have been delivering robust and reliable solutions to customers across the globe for over a decade. By extending the breadth of the relationship, customers now have more choices than ever, allowing them to deploy Verint WFO in a variety of environments, from traditional on-premises to the cloud.
Of the expanded relationship with BT, Verint Managing Director EMEA and Corporate Officer David Parcell shares that, “This collaboration offers a great opportunity for us to take Workforce Optimisation and Voice of Customer Analytics solutions into organisations through a ‘Contact Centre in the Cloud.’ More than ever, in today’s economic climate, organisations need flexible access to the most sophisticated technology, including powerful, pay-as-you-go, software-as-a-service (SaaS). Relationships like this help us do just that, reaching new markets and enabling providers, like BT, to extend the capabilities of their own offerings.”
The new cloud service includes call recording and quality monitoring, as well as workforce management and voice of customer (VoC) analytics. With Verint’s Voice of the Customer Analytics—which includes speech analytics, text analytics and enterprise feedback management—organisations can capture customer feedback anytime from anywhere. Through a central view into customer data, interactive dashboards allow decision makers to capture interactions, analyse and act on them. Its ability to instantly access and share real-time insight enables users to organise data and reports side-by-side, drill down to results and monitor critical business metrics.
Providing these technologies as a service in the cloud, rather than as an on-premise basis, can lower the barrier to entry for many organisations. In addition, the flexibility to scale services up and down can make the technology more attractive to customers whose activity levels vary considerably throughout the year.
Andrew Small, Vice President, CRM, UC and CPE at BT Global Services, adds, “We are delighted to work with Verint to offer a truly global cloud-based workforce optimisation solution. We can now offer customers an integrated offering for all their contact centre needs. Our customers will benefit from having access to Verint’s technology either as a hosted service or on premise. We see growing demand from our customers, not only in core solutions, such as call recording, but also in advanced applications, like speech analytics, to reduce cost and help meet regulatory requirements, while improving customer service levels. We believe this is a great option to help them to that end.”