BT IGNITE FORGES NEW GROUND WITH CONTACT CENTER SERVICE

摘要

Using the vast expanse of the erstwhile Concert global backbone network and a carrier-grade contact center solution from CosmoCom, BT Ignite is trying to define a market for carrier-hosted call center technology. And it's doing so in the backyard of U.S. carriers. With more than 1800 contact center customers for its circuit switched-based solutions worldwide, BT has begun to sell an IP-based solution called the Multimedia Contact Center (MCC) to global enterprises wanting to outsource the complex technology while keeping their service representatives in-house. So far, the majority of takers on the new platform have been U.S.-based companies, said Frank Shaffer, director of managed voice services at BT Ignite.