BT has announced a new era in its partnership with ServiceNow, with plans to launch a turnkey, contact-centre-as-a-service (CCaaS) package integrating digital workflows, global communications, and a cloud-hosted contact centre platform.
It is being developed in response to demand from customers to simplify and accelerate digitalisation of their contact centres and workflows.
Digitalisation, including the move of contact centre systems into the cloud, offers more flexible and responsive user experiences for both customers and agents. It also helps reduce costs, boost productivity, and enables new service innovations and compliance tools.
It will be delivered and managed by BT and ServiceNow to help customers create fully digital, comms-enabled workflows without having to engage multiple partners. It combines ServiceNow’s powerful Now Platform capabilities with BT’s Global Voice network, integrated into a choice of tools, such as call recording, and a leading CCaaS platform.
The partners have already deployed this with UNHCR, the UN Refugee Agency, with the support of the United Nations International Computing Centre (UNICC). They will now offer it to organisations around the world, including domestic business and public sector customers in the UK.
It marks the latest step in the BT and ServiceNow ongoing partnership. Announced in 2022, the collaboration will allow ServiceNow to partner with BT Group’s Digital unit to modernise service management Group-wide. This will help BT Group create an AI-powered, self-healing digital infrastructure for its business operations.
“Integrating comms into the workflow and case management simplifies compliance processes, makes colleagues more efficient and gives a better experience to everyone,” said Andrew Small, director of voice and digital work, Business, BT. “Our new package in partnership with ServiceNow will create a compelling pathway for customers looking to move to the cloud and achieve all the benefits digital transformation has to offer.”
Chris Bedi, chief digital information officer, ServiceNow, added: “Customers are increasingly looking for turnkey options to remove complexity from cloud migration and workflows. The combination of our cloud‑based platform, with BT’s global network and communication expertise, will offer customers a unique opportunity to digitise and unify their organisations to be smarter and faster.”