British Telecom Moves Its Contact Center to Cloud

Challenge

Enabling ease of doing business amidst rising customer expectations

In the Business 4.0™ era, where digital underscores every interaction, customers expect an intelligent, automated, agile, and cloud-based framework that is ready to serve customers on their preferred channel 24 / 7 / 365. British Telecom was keen to upgrade its IT infrastructure to address these rising expectations. To enhance its service appeal across its 30 million existing customers in 180 countries and new patrons, BT wanted to enhance its current contact center capabilities in line with ‘ease to do business’ benchmarks. It also wanted to reduce voice and chat volumes at its contact centers to reduce labor and infrastructure spends, without compromising on customer experience.

Solution

Implementing digital, intelligent, self-service, cloud contact center

TCS assessed British Telecom's contact center capabilities and identified the need to improve mobile responsiveness and simplify end-user design format for customers. TCS realized that an intelligent self-service module could significantly reduce service expenditures without impacting the quality of experience.  

Based on these requirements, TCS leveraged the Oracle service cloud solution, which provided BT with a single package delivering voice, video and messaging-based customer service, along with tools for recording and call/agent management. All of this was integrated, increasing convenience and usability.

Aided by Oracle service cloud SMEs and agile principles, TCS accelerated implementation and the new contact center capabilities were made available in 14 weeks. This enabled BT to:

• Deliver impactful, consistent service quality on the customer's preferred channel
• Improve customer satisfaction rating
• Utilize its knowledge base hosted on Oracle service cloud to drive customer self-service
• Answer queries at the right time on mobile channels, reducing call/chat volumes and service costs