British Telecommunications plc announced an expanded set of cloud-based contact center capabilities for the U.S. market, designed to provide organizations with an integrated offering including advanced performance analytics, workforce optimization, multichannel capabilities and customer self-service options.

Among the key services now available in the U.S. are BT Optimize Contact, a suite of optimization tools that give organizations deeper insights into operations, including staffing and service levels, customer interaction voice recordings and speech analytics.

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