BT to provide Microsoft with global call routing solution

Mumbai: Telecom services provider BT and Microsoft have signed a Two-year contract under which BT will manage Microsoft's global OneCall call centre routing initiative. BT will design, build, deploy and manage a solution to unify and manage Microsoft's contact centres throughout the world into a single network-based contact centre environment.

The contract stipulates an 18-month deployment schedule across 77 Microsoft call centres around the world, with potential to expand to over a hundred centres. The OneCall solution will enable Microsoft's call centres world-wide to be centrally managed for call routing, for better customer service and better use of call centre agents. The call centres support customer service and support, sales and marketing.

Micropsoft's choice of BT was based on the telecom providers experience of contact centre technologies and ability to manage a project with global scope.

British Telecommunications plc (BT) is a wholly-owned subsidiary of BT Group (revenues as on March 31, 2005: was £18,623 million and pre tax profits of £2,354 million) and encompasses virtually all businesses and assets of the BT Group. BT's communications solutions and services are in operation in around 160 countries and 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.