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BT unveils pay per minute next generation contact centre service


BT today announced a new pricing structure for its Next Generation Contact Centre (NGCC) aimed at further helping customers to prevent downtime in their contact centres. Recent bad weather in the UK is a prime example of how businesses need to prepare for possible disruption to continue offering seamless service to customers.

BT’s NGCC is an ‘out-of-the-box,’ multi-channel hosted contact centre service which bundles together the best features of BT’s CRM (customer relationship management) portfolio to offer businesses a powerful and fully hosted contact centre functionality. It is hosted by BT and available on a “pay as you use basis”.

While most contact centres still only offer per named agent pricing packages or even per concurrent agent, BT now offers a flexible pricing model to fit every type of contact centre operation: per concurrent agent, per logged-in agent, per effective hour or even per effective minute from four pence per minute. With this wide range of options, customers only pay for what they need.

Research from the European Contact Centre Confederation of Organisations (ECCCO) states that a large number of European call centre customers want a price per minute with network traffic embedded.

Neil Sutton, vice president, global portfolio, BT Global Services, said: “Businesses today face the dual challenge of ensuring excellent customer service while keeping capital expenditure costs under control. Today’s announcement means that businesses can move into 2010 with the assurance and flexibility that they can maintain full service regardless of unforeseen events at prices to suit them.”

NGCC offers organisations a virtual contact centre solution, allowing them to capture customer contact from all over the world and connect agents from wherever it is easier for them to work at any moment in time. With NGCC, supervisors and administrators can manage operations from any internet connection.

NGCC is one of the most global and geo-resilient hosted contact centre platform in the market place, with physical points of presence (POPs) on three continents and extended coverage and granularity using BT Global Inbound, BT Onevoice and BT MPLS global networks.

BT Global Services and BT Business are also pleased to offer a special promotion for three months and 50 agents free of charge for all customers signing a contract for NGCC before 31 March 2010*.

* Available to US and UK markets only. For promotion to be valid, agents must be active on the platform before 31st March 2010. Offer is valid for up to 50 agents per month for 3 months (there is no carry over from month to month). Agents over and above the 50 are chargeable.


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