BT, one of the world’s leading communications services companies, has announced a partnership with ServiceNow, a cloud-based platform company, with plans to launch a turnkey, Contact-Centre-as-a-Service (CCaaS) package. One that will integrate digital workflows, global communications and a cloud-hosted contact centre platform.
“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 & Digital Work, Business, BT.
Developed in response to demand from customers, its intent is to simplify and accelerate the digitalisation of their contact centres and workflows. Digitalisation, including the move of contact centre systems into the cloud, will in turn offer more flexible and responsive user experiences for both customers and agents. It will also help reduce costs, boost productivity and enables new service innovations and compliance tools.
The service 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 that allow it to automate workflows with BT’s Global Voice network, integrated into a choice of tools, such as call recording, and a leading CCaaS platform.
“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,” said Small.
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.
This is not the first partnership for the pair. Their ongoing relationship dates back to their 2022 collaboration. Their latest partnership will allow ServiceNow to partner with BT Group’s Digital unit to modernise service management across BT Group. The latter is now enabled to create an AI-powered, self-healing digital infrastructure for its business operations.
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.”
This should be a rather interesting development in the scheme of things as the continent’s SMEs embrace CCaaS to cut operating costs, allowing the smaller businesses to play catch up with enterprises. The adaptability allows them to provide new offerings in the market. ServiceNow, a recent entrant in the South African market, joins other CCaaS brands in Africa such as Infobip. As CCaaS works its way into the Kenyan market, organisations will need to flex their digital transformation muscles to embrace its flexibility and scalability, omnichannel capabilities which can be seamlessly integrated with third-party applications all to provide higher customer satisfaction.