BT Ireland has struck a five-year partnership with RSA Insurance worth €5.7 million to upgrade 123.ie’s contact centre and back office operations.
The upgrade will be driven by the implementation of BT’s Cloud Contact platform, which manages communications across multiple channels, including voice, social media, e-mail and webchat.
“We always strive to offer our customers the best possible service. We know that increasingly our customers want to communicate with us through a variety of communication channels, including social media,” said Ken Ryan, CIO, 123.ie. “This service gives us increased capability in terms of how we manage the customer conversation and keep it on a proactive footing. ‘In BT we have a partner that can offer us the security and reliability that both we as a company and our customers demand, as well as a flexible solution that is built around our business needs.’’
Over the lifetime of the deal the cloud service will deliver millions of customer service and sales calls, hundreds of thousands of new media interactions and tens of millions of critical call recordings across the island of Ireland.
BT launched BT Cloud Contact, a cloud-based contact centre service for Irish and UK-based organisations in October 2014, offering businesses with contact centre operations a solution with an established local footprint to satisfy regulatory and compliance concerns.
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