• Voxeo, an Aspect company, to provide low-cost, low-risk, cloud interactive voice response and automated self-service solutions to BT customers;
• Collaboration in self-service solution reduces cost of support up to 90% when compared to live agent support.
Voxeo, the leading provider of Unlocked Communications™ solutions, and now an Aspect company, today announced that it has joined forces with BT, a global leader in managed networked IT services, to provide clients around the world with low-cost, low-risk, cloud interactive voice response (IVR) and automated self-service solutions that can be accessed via phone, web, text and social media channels.
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. Organizations 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. Organizations 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.”
Paul Thomas, VP Sales EMEA of Voxeo states,“We welcome the collaboration with BT, which allows us to extend our global reach with a recognized world leader. We are focused on working with companies that are committed, not just to the development of innovative self-service solutions, but to delivering high performance throughout their lifetime. BT’s commitment to that objective is clear.”
With the combination of BT’s global network reach and Voxeo’s distributed platforms across Europe, North America and AsiaPac, organizations can roll out advanced self-service applications to more than 170 countries quickly and with low risk.
Voxeo, an Aspect company, removes the locks that make voice, SMS, instant messaging, Twitter, web chat, mobile web, unified communications and self-service applications difficult to create, manage, analyze, optimize and afford. Every day we work to unlock the neglected value of these communications solutions with open standards, disruptive innovation and a passion for problem solving fueled by an obsession with customer success. We do so for more than 250,000 developers, 45,000 companies and half of the Fortune 100.
Aspect’s (aspect.com) fully-integrated solution unifies the three most important facets of modern contact center management: customer interaction management, workforce optimization, and back-office. We help the world’s most demanding contact centers seamlessly align their people, processes and touch points to deliver remarkable customer experiences.
BT (btplc.com) is one of the world’s leading providers of communications services and solutions, serving customers in more than 170 countries. Its principal activities include the provision of networked IT services globally; local, national and international telecommunications services to its customers for use at home, at work and on the move; broadband and internet products and services and converged fixed/mobile products and services. BT consists principally of four lines of business: BT Global Services, BT Retail, BT Wholesale and Openreach.
In the year ended 31 March 2013, BT Group’s revenue was £18,017m with profit before taxation of £2,501m.
British Telecommunications plc (BT) is a wholly-owned subsidiary of BT Group plc and encompasses virtually all businesses and assets of the BT Group. BT Group plc is listed on stock exchanges in London and New York.