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Outsource magazine: thought-leadership and outsourcing strategy | September 21, 2017

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BT / Avaya plan hosted call centres

Outsource Magazine

BT has teamed up with communications supplier Avaya to offer a flexible call-centre service for larger customers.

The companies are targeting the finance and outsourcing sectors, and hope to corner the on-demand market in the UK, Europe and elsewhere by offering a pay-as-you-go service for corporate help desks.

The service is aimed at the market for 750 seats and above, and could even accommodate the largest applications in the 250,000-seat bracket. BT and Avaya will provide both the call-centre equipment and the necessary staff.

The result is intended to deliver “flexible call-centre technology so customers will only pay for what they use”, according to Andrew Small, head of contact centres for BT Global services. “There is no list price,” he added. “This can help companies to smooth out the peaks and troughs in their business.

“Every deal will be different because it will be drawing on different components. With this solution you have the sophisticated technology for handling calls anywhere in the world and you can deal with them where you need to.”

Tom Craig, President IP Networking, BT Global Services, added: “BT Avaya OnNet will be of particular benefit to financial services, retailers and utility companies, who experience significant seasonal demand. Outsourcers, as well, need to flex depending on the volume of contracts being managed at any one time.”

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