BT and ServiceNow Turnkey Solution Leverages CCaaS

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BT and ServiceNow’s new turnkey solution is set to create a new era of contact centres in Australia. Their innovative package integrates digital workflows, global communications, and a cloud-hosted contact centre platform, providing customers with simplified and accelerated digitalisation of their contact centres and workflows.

The move towards digitalisation, including cloud-based contact centre systems, offers enhanced flexibility and responsiveness for both customers and agents. It reduces costs, boosts productivity, and enables new service innovations and compliance tools. To address customer demands for streamlined processes, BT and ServiceNow will deliver and manage this solution, eliminating the need for multiple partners.

The collaboration has already proven successful with UNHCR, the UN refugee agency, and is now available to organisations worldwide, including UK-based businesses and public sector customers. This partnership enables ServiceNow to work with BT Group’s Digital unit to modernise service management across the organisation, creating a self-healing digital infrastructure powered by AI.

By integrating communications into workflows and case management, this solution simplifies compliance processes, enhances efficiency, and improves the overall experience.

In an article on, Andrew Small, Director of Voice and Digital Work at BT, highlights the benefits of this partnership, stating that it offers a compelling pathway for customers to embrace cloud migration and unlock the full potential of digital transformation.

Chris Bedi, Chief Digital Information Officer at ServiceNow, emphasises the importance of providing turnkey options to simplify cloud migration and workflows for customers. The combination of ServiceNow’s cloud-based platform and BT’s global network and communication expertise presents a unique opportunity for organisations to digitise and unify their operations, driving smarter and faster outcomes.

Experience the power of this groundbreaking collaboration between BT and ServiceNow and unlock new possibilities for your contact centre and beyond. Embrace the future of digital transformation today.

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