Telecoms giant BT has signed a €5.7m deal with RSA Insurance Ireland to create a BT Cloud Contact centre and back office operation for RSA and 123.ie.
The cloud contact centre will enable RSA and 123.ie to communicate with its customers across multiple channels, including voice, social media, email and web chat.
The cloud centre will allow RSA and 123.ie to scale up to meet customer demand at key times of the year, improving the customer experience.
“We know that, increasingly, our customers want to communicate with us through a variety of communication channels, including social media,” said Ken Ryan, CIO of 123.ie.
“This service gives us increased capability in terms of how we manage the customer conversation and keep it on a proactive footing.”
Comms the way consumers expect
Over the lifetime of the deal, the cloud service will deliver millions of important customer service and sales calls, and hundreds of thousands of social media interactions, and BT expects to store tens of millions of critical call recordings.
“Now more than ever, consumers increasingly want to use different channels to communicate and organisations must be more adaptable, flexible and agile to meet these expectations,” explained Shay Walsh, managing director at BT Ireland.