Drawing on BTs in-depth experience as a global practitioner and our expertise as a leading supplier, we can deliver Customer Relationship Management (CRM) solutions that enable you to focus cost effectively on activities that add value.

If you want to improve a single area of customer management, or embrace opportunities offered by the latest cloud-based services, or mitigate potential exposure to the unexpected, we have the business understanding, the portfolio range, the partners and the deployment expertise to accompany you on your journey to making your contact centre more efficient.

Wherever you are on your journey, we can take you to where you want to be, at your own pace. Our proven capacity for systems integration means we can work with your existing contact centre investment. And the rise in cloud services allows us to offer innovative features such as payment and business continuity options, as well as fully scalable solutions, so you can flex up and down to meet demand – and simply pay as you go.

A key strength of our approach to providing excellence in our customer management solutions lies in our partnerships. We have longstanding relationships with world-leading contact centre technology providers.

We recognise that no one solution fits everyone. Every organisation, of course, has specific needs. So these relationships are vital; they translate into real choice, and give us the freedom to offer the very best solution for you.

Our credentials

Experience – as a practitioner, we run contact centres around the world:

• We manage over 8 billion minutes on our Global Inbound Network
• We employ over 13,400 agents
• We handle 135 million calls per year
• We handle over 46 million online transactions every year
• We handle 40 million self-service transactions per year
• We handle 1 million emails and chats per year
• We serve 22.6 million lines.

Expertise – as a supplier, we have over 25 years’ experience ofdelivering customer management solutions:

• We’ve established 4,000 contact centres globally to over 1,000 customers

We provide solutions to:

• Over 75 per cent of the world’s largest banks
• 11 out of 20 of the largest airlines
• 13 of the top 20 pharmaceutical companies
• 8 out of 10 of the world’s largest utility companies
• We have deployed the world’s largest hosted contact centre– 32,000 seats
• We operate in 173 countries.