BT Launches CCaaS Package with ServiceNow

The package will accelerate the digitalisation of contact centers

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Last Edited: May 17, 2023

James Stephen

BT has partnered with ServiceNow to launch a CCaaS package designed to accelerate the digitalization of contact centers.

The result of adopting the solution for organizations would be enhanced customer experiences and increased productivity, according to BT.

ServiceNow is an American company specializing in IT services management, IT business management, and IT operations management.

The partnership was first announced last year with the aim of modernizing BT Group’s service management and helping to create an AI-powered digital infrastructure for its business operations.

Andrew Small, Director of Voice and Digital Work, Business, BT, said: “Integrating comms into the workflow and case management simplifies compliance processes, makes colleagues more efficient, and gives a better experience to everyone.

Our new package in partnership with ServiceNow will create a compelling pathway for customers looking to move to the cloud and achieve all the benefits digital transformation has to offer.

The CCaaS package will integrate digital workflows, global communications, and a cloud contact center platform.

BT said the new solution was created as a response to customers wanting to accelerate and simplify the digitalization of their workflows and contact centers.

The cloud and digitalisation upgrades to contact centres will increase the flexibility and responsiveness of user experiences for customers and agents.

The package will be managed and delivered by both BT and ServiceNow, cutting out the need for multiple partners.

It will combine ServiceNow’s ‘Now Platform’ features and BT’s ‘Global Voice’ network with a choice of tools, including a CCaaS platform and call recording.

Chris Bedi, Chief Digital Information Officer, ServiceNow, commented: “Customers are increasingly looking for turnkey options to remove complexity from cloud migration and workflows.

“The combination of our cloud‑based platform, with BT’s global network and communication expertise, will offer customers a unique opportunity to digitise and unify their organizations to be smarter and faster.”

The UN Refugee Agency, the UNHCR, has already integrated the CCaaS package and they are now looking to provide the solution to organisations globally, such as domestic businesses and UK public sector customers.

Last month, ServiceNow became the fastest-ever enterprise software firm to cross the two-billion-dollar mark.

Based on its current progress, the company estimates that it will earn $8.52 billion by the end of the year.

Within the CX tech industry, only Microsoft, Salesforce, Oracle, and SAP have surpassed the $10 billion dollar barrier, and ServiceNow looks primed to become the fifth.

Speaking about the company’s future in January this year, Bill McDermott, Chairman and CEO at ServiceNow, said he is hoping to make ServiceNow the “defining enterprise software company of the 21st century.”

It appears ServiceNow is shifting towards becoming a platform company, with the likes of its new partner program and its ongoing collaboration with BT.

Earlier this month, BT expanded its partnership with Five9, adding a range of contact center solutions to BT’s portfolio.

As with ServiceNow’s CCaaS package, it will enable customers to further digitize the workplace, although focusing on different areas: unified communications, voice, digital channels, and customer relationship management systems

Another cross-over is the pre-built call center integrations from Five9 will already provide BT customers with integrations to ServiceNow’s CRM, amongst other popular CRM solutions, including Microsoft, Salesforce, Oracle, and Zendesk.



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