Case Study: BT Group achieves rapid global cloud contact centre deployment and improved customer service with Enghouse Interactive

Global cloud contact centre platform finds favour with BT and its customers alike

BT Group needed a more flexible, scalable way to run global contact centres—reducing costs, improving efficiency, enabling agents to work anywhere, and delivering faster answers and better first-contact resolution. To meet those goals it developed the BT Cloud Contact architecture in partnership with Enghouse Interactive, moving from on-premise hardware to a hosted multimedia contact‑centre platform.

Enghouse Interactive powered the BT Cloud Contact solution: a multi‑tenant, IP‑based cloud platform deployable in weeks and scalable in days with global hosting and regional gateways. The platform eliminated capital expenditure, improved resilience and reporting, enabled virtual contact centres across BT divisions and customers worldwide, and delivered measurable gains (for example, BT Conferencing saw speed of answer improve by 35% in the first month). Enghouse Interactive continues to work with BT Group on ongoing development and feature expansion.

BT Group

Luc Puylaert

Senior Product Manager