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BT Contact: Relationships that Grow

BT Contact: Relationships that Grow. Stephen Bruce , Business Dev. Team Lead Matt Corso , BT Advise Practice Director. Customer Challenges: Improving “Customer Experience”. Changing Consumers. Technology & Operations. Delivery Models. Different contact center platforms across the globe

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BT Contact: Relationships that Grow

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  1. BT Contact:Relationships that Grow Stephen Bruce, Business Dev. Team LeadMatt Corso, BT Advise Practice Director

  2. Customer Challenges: Improving “Customer Experience” Changing Consumers Technology & Operations Delivery Models • Different contact center platforms across the globe • End of Life global contact center infrastructure • Delayed refreshes and upgrades due to budget – limited capex • Strategic shift towards hosted • Disparate IVR platforms and sub-optimal self service • Multiple inbound (toll-free) carriers, high call transport costs • Need to support Lync Conferencing access globally • Poor multichannel integration • Limited 360 view of customer metrics Contact Centers Voice E-mail Branch Offices ‘Call me’ Web Chat Remote Workers Video VoIP SMS /MMS Social Media Mobile Workers Home Workers HQ

  3. Significant & Underpenetrated Opportunity in the US Worldwide Contact Center/CRM Market • US&C companies represent the largest Contact Center spend by far • $100M+ in US&C Wins past 24 Mo. demonstrates leading BT capabilities & ability to win top companies • Profitable: high margins / EBITDA • Underpenetrated – BT Contact <%5 US&C Sales Pipeline • Requires sustained and focused AM engagement to qualify new business Source: IDC 2012-13

  4. BT Contact Portfolio: Key Capabilities with Linkage to Advise Inbound Contact World’s largest inbound voice network with coverage from 170+ countries Optimize Contact Auto Contact Improve intelligence with cloud -based Workforce Optimization (WFO) and contact recording Improve customer experience and reduce costs with multi-channel Self-Service options Cloud Contact Onsite Contact Deliver multi-media contact centers anywhere in the world, on a flexible basis Bespoke premises solutions to serve customers more productively and profitably; complex deals Advise ContactProfessional services expertise for contact center assessment, design and deployment support

  5. BT Contact: Target Customers • Global markets/international traffic • Multiple contact centers • B2C or high transaction • EOL contact center technology • Expanding or consolidating centers • Centralized conferencing/Lync applications • 100+ Agents Minimum for Cloud

  6. US&C Win Example: ExxonMobil BT Cloud Contact Cisco – Incremental Business • BT Cloud Contact Cisco solution to replace ExxonMobil’s premises-based infrastructure • Supports 1500 contact center agents in 8 sites across globe. • Includes BT IP Connect and Optimize Contact services for hosted Workforce Optimization (WFO) • While BT does not manage global WAN, won vs. OBS & AT&T • Upfront PS engagement TOV: $500K established credibility • BT Cloud Contact Cisco Win TOV: $26M • Additional Inbound TOV: $7.5M • Further business in 14/15

  7. US&C Win Example: Fuzebox Software BT Inbound Contact Win - New Business • FuzeBox is emerging cloud based collaboration provider headquartered in Silicon Valley • Selected BT for Inbound Contact for 90+ call origination numbers to support global web conferencing solution across 50+ countries in Europe, APAC and LATAM • BT IP Connect utilized for SIP DAL connectivity to support both Inbound Contact Global and BT One Voice outbound • Win secured with a <60 day sales cycle • Demonstrates power of integrated cross-portfolio solution, combined with strong account relationships • TOV: $6M

  8. BT Advise Contact: Custom Professional Services for Large, Complex Environments • Service Description • Methodology • Engagement Type Rapid Assessments & Facilitated Workshops Contact Center assessment or facilitated workshops in collaboration with cross functional stakeholders. Addresses how effectively contact centers are performing and identifies areas for improvement across key areas -- based on specific customer goals. Can define general strategies and quick hits for improving operations; identifying and prioritizing improvements, and developing benefits case for BT Contact managed services Gap analysis and maturity model tools, self service readiness, contact value analysis, hosted cost comparison / ROI tools BT Contact Center Strategic Assessment A strategic on-site analysis of an organization’s global contact center operations. This deep dive engagement looks at strategic, operational and technical components, evaluates contact management, and defines a target operating model and a supporting infrastructure and technology roadmap. Above tools and accelerators with on-site data analysis, interviews and observations; operating model design BT Contact Center Implementation & Custom Deployment Contact Center Implementation services focus on planning and deploying best-of-breed technology to help improve customer contact management across distributed operations. These custom services enable design and deployment of leading technologies across premises, hosted and hybrid models. Supports strategies and roadmaps for consolidation, virtualization, and next generation capabilities. Custom readiness and deployment framework and BT Program & Project Management Method (PPM) Vertical Best Practices BT Contact Center In Life Support (Global Service Management) Global Services offering to provide service operations and business continuity to BT Contact customers with focused core competencies (e.g., BT Cloud Contact Cisco) GS Process Management; Trouble to Resolve processes Change Management ITIL; CIP; PMP

  9. BT Contact: Common Questions What percentage of inbound needs to be international to be a good candidate for BT Inbound Contact? • While we are now competitive on US-US traffic, generally most competitive with 30%+ international origination or termination Do we offer SIP termination for Inbound? • Yes, SIP DAL termination is available from a growing list of countries including US, Canada, Germany, Netherlands, Australia What is the minimum number of “seats” for BT hosted contact center services? • 100+ concurrent agents for Cloud Contact Next Gen and 300+ concurrent agents for Cloud Contact Cisco Do we sell contact center CPE in the US&C? • Bespoke basis only; primary focus is network-based solutions When should we be discussing BT Advise Contact? • When there is “line of sight” to a potential BT Contact managed services solution – i.e. a large, globally distributed contact center estate

  10. BT Contact: US&C Sales Support Useful Links BT Contact Portfolio Intranet https://intra.bt.com/bt/globalservices/salesportal/propositions/crm/pages/index.aspx BT Contact Sales Portal https://intra.bt.com/bt/globalservices/salesportal/sales/market_movers/bt_contact/pages/index.aspx

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