BT Infonet adds new contact center features

BANGALORE: BT Infonet, provider of global communications services for multinationals, has announced new capabilities for its network-based contact center services, ICCS.

According to the press release, with the integration of advanced capabilities from Cisco Systems and Wicom Communications, ICCS is enhanced by a full range of hosted IP-based contact center services, including skill-based call routing and interactive voice response systems (IVR).

The service also supports customer contact via a variety of methods, including voice, email, fax, SMS and Web-based messaging, all without the need for a customer premises based automatic call distributor (ACD) or private branch exchange (PBX).

The release further states that in addition, BT Infonet has added a number of new virtual contact center features for its ICCS clients, including voice response, network queuing, upgraded Web-based controls via BT Infonet's client portal, my.infonet.com and network call transfer.