TECH SUPPLIER May 2021 - Market Note - Doc # EUR147638721

BT's Contact Center Portfolio: Expanding the Carrier's Role in Reaching Organizations

By: Oru MohiuddinResearch Manager, Mary WardleyProgram Vice President, Customer Care and CRM

Abstract

This IDC Market Note analyzes BT's recent contact center enhancements discussed during a webinar in February 2021.

"While BT is not new to contact center, it has recently amplified its portfolio to align with emerging market needs for enhanced customer experience, easy and secure connectivity, better accessibility for clients, greater automation, and work from anywhere. The combination of BT and its partners' capabilities make for strong offerings and ensure that the solutions are flexible enough to be customized and have deeper regional penetration," said Oru Mohiuddin, research manager, IDC.


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