More flexibility for call centres

BT Avaya OnNet launches today with aims to offer more flexible call centres to firms

Firms seeking more flexible contact centre capabilities could be tempted by a new hosted system called BT Avaya OnNet, which launches today.

OnNet is a pay-as-you-go service aimed at companies with more than 700 users and multiple sites. The system can be hosted at BT’s datacentres or on customer premises.

Avaya supplies the phones and headsets and there is support for voice over wireless LAN. Avaya said that presence-based technology also ensures that customers can be “guided” towards the person with the requisite expertise.

BT said the service works with all CRM agent software, including Oracle, SAP and Siebel.

BT Global Services contact centre services general manager Andrew Small said, “Firms will engage with the BT sales and accounts teams and our CRM consultants to confirm the design, after which we can offer a price.”