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No winners in mail dispute
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November 2002
Pre-packaged contact centre from BT
A "pre-packaged" hosted contact centre system called Contact Central has been launched by BT Retail. It pre-integrates all the necessary components of a multi-media contact centre, including telephony, IP switching, hardware and software to handle all forms of customer enquiries via voice, fax, email and Internet. The solution can be deployed in as little as 25 days, BT Retail says. Among its features is advanced speech recognition technology from Eckoh Technologies, which is being provided under a two-year strategic alliance funded by BT. Also included is QuickAddress address-matching, with the option of the QuickAddress Business version, which adds marketing information from Dun & Bradstreet. BT has also announced what it claims is the first "pay as you go" contact centre service, which it has developed in conjunction with CRM partner Corex Networks.
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