BT has partnered with ServiceNow to launch a CCaaS package designed to accelerate the digitalization of contact centers.
The result of adopting the solution for organizations would be enhanced customer experiences and increased productivity, according to BT.
ServiceNow is an American company specializing in IT services management, IT business management, and IT operations management.
The partnership was first announced last year with the aim of modernizing BT Group’s service management and helping to create an AI-powered digital infrastructure for its business operations.
Andrew Small, Director of Voice and Digital Work, Business, BT, said: "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.
The CCaaS package will integrate digital workflows, global communications, and a cloud contact center platform.
BT said the new solution was created as a response to customers wanting to accelerate and simplify the digitalization of their workflows and contact centers.
The cloud and digitalisation upgrades to contact centres will increase the flexibility and responsiveness of user experiences for customers and agents.
The package will be managed and delivered by both BT and ServiceNow, cutting out the need for multiple partners.
It will combine ServiceNow’s ‘Now Platform’ features and BT’s ‘Global Voice’ network with a choice of tools, including a CCaaS platform and call recording.
Chris Bedi, Chief Digital Information Officer, ServiceNow, commented: "Customers are increasingly looking for turnkey options to remove 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 digitise and unify their organizations to be smarter and faster."