BT uses Voxeo Prophecy and CXP (formerly VoiceObjects) to deliver fully integrated customer self-service solutions to clients on a per-transaction or per-minute basis as part of its BT Auto Contact offering. BT Auto Contact satisfies a global and fast-growing appetite for self-service solutions that make it easy for customers to access services 24/7 across multiple channels and reduces the business cost associated with providing those services by up to 90% when compared to live agent support.
“BT Auto Contact enables customers to serve themselves and costs from as little as 23p per transaction. Organisations can significantly reduce their service costs while improving customer satisfaction by deploying effective, telephone-based self-service,” says Andrew Small, VP BT Contact & BT One, BT Global Services. “Voxeo’s multi-channel capabilities provide a unified technology infrastructure for integrating additional online and mobile self-service options. Organisations can deploy their auto contact applications across multiple channels and multiple geographies.”
Voxeo’s IVR platform is integrated with BT Inbound Contact, BT’s global voice network, which intelligently routes voice traffic across 170 countries and will allow multi-national deployments to be implemented and managed centrally. Voxeo’s application development, management and analytics platform, Voxeo CXP, allows BT to build, manage and monitor the performance of bespoke self-service solutions.
“We chose Voxeo because its technologies are aligned with BT’s strategic objective to help our customers deploy global, multi-channel applications quickly and cost effectively,” says Small. “Voxeo’s advanced multi-lingual speech recognition capabilities, plus its highly sophisticated analytics and reporting capabilities give us the confidence to build and manage even the most complex multi-national self-service deployments.”