LONDON, Jan. 26 -BT today announced that it has signed a contract over 2 years to manage Microsoft's global OneCall call center routing initiative. 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.
Michael Culleton, a Director in Microsoft's OneCall team said "We selected BT to head up this program based on their leadership and experience in contact center technology and capabilities and their ability to manage a project of this scope globally."
Humphrey Penney, vice president Global Business Markets in BT, said "We're proud that Microsoft selected BT to implement this critical global call routing solution. With our global reach and proven track record managing projects of this size and complexity, we and our partners look forward to providing Microsoft a solution that will improve efficiency and reduce their costs."
About BT
BT is one of the world's leading providers of communications solutions and services operating in more than 160 Countries. Its principal activities include networked IT services, local, national and international telecommunications services, and higher-value broadband and internet products and services. BT consists principally of four lines of business: BT Global Services, Openreach, BT Retail and BT Wholesale.
In the year ended 31 March 2005, BT Group's revenue was 18,623 million Pounds Sterling with profit before taxation of 2,354 million pounds.
British Telecommunications plc (BT) is a wholly-owned subsidiary of BT Group and encompasses virtually all businesses and assets of the BT Group. BT Group plc is listed on stock exchanges in London and New York.
For more information, visit http://www.bt.com/aboutbt
