Wednesday, January 25, 2006

BT to Manage Microsoft's Global Call Center Routing

BT was awarded a 2-year contract to manage Microsoft's global OneCall call center routing. Under the agreement, BT will design, build, deploy and manage a solution to unify and manage Microsoft's contact centers throughout the world into a single network-based contact center environment. The contract calls for an 18-month deployment schedule across 77 Microsoft call centers around the world, with potential to expand to more than a hundred centers globally.

The OneCall solution will enable Microsoft's call centers world-wide to be centrally managed for call routing, resulting in improved customer service levels and better use of call center agents. The call centers support customer service and support, sales and marketing.

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