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.

Another service is BT Cloud Contact Cisco, a cloud-based IP contact center service based on Cisco Systems' Unified Contact Center technology. The multichannel contact center offering is designed to complement an organization's existing IP telephony service, and enables agents to work from any location and to handle multichannel contacts from around the world.

Also included in the new services is BT Auto Contact, an automated system that frees agents to focus on more complex and revenue-generating calls by giving customers more choices to solve issues.

"Today, customers expect instant access to information and resources to solve their issues, regardless of the contact method they choose,” Bas Burger, president of U.S. and Canada for BT Global Services, said in a statement. “Cloud-based solutions may provide the answer for companies struggling to address rising customer expectations while also lowering costs.”

BT says its cloud platforms provide more than 6 million voice calls and 500,000 messages and chats in an average month.

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