December 03, 2004
BT Switches to VoIP Call Center Network
BT has switched its call center network to a voice over internet protocol (VoIP) system.
According to ComputerWeekly:
Reaching the right person to solve a problem can be difficult in a large organisation such as BT, and customers can often find their call transferred several times, each transfer obliging them to explain their problem again.
BT recently promised to make it easier for customers to reach the right person, and so its call centre agents need to be able to transfer calls - and accompanying information about the customer's identity and reason for calling - to the appropriate place.
With the new system, "We can move calls around the business to support BT's 'My customer promises'," said Alf Ellis, head of BT's internal voice solutions.
Read more: BT switches its call centre network to VoIP
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