BT has formalised its relationship with computer-telephony integration (CTI) supplier Genesys. Genesys has won a #10 million deal to supply the telecomms giant with a range of systems, while BT becomes its largest reseller. Future BT partner MCI has also taken a stake in Genesys in a separate deal.
BT has been reselling Genesys systems on an informal basis for the past two years. It has sold Genesys? call centre kit to around 20 UK companies, including several banks and building societies.
The telco recently installed Genesys systems in three of its customer service units - the small business helpline with the 150 phone number, the 151 faults line and 154 sales centre.
BT plans to have 8,500 agents using the product by next April across 30 sites.
Jim Gregory, BT account manager at Genesys, expects this deal to become global once BT?s merger with MCI is completed.
Genesys is already working with MCI to develop a way of putting CTI systems onto the US telco's switches. This will enable it to offer managed CTI services via an intelligent network, as an alternative to installing call centre management systems on customer sites. MCI has pumped an undisclosed amount into Genesys' R&D fund to do this in return for a ?substantial? minority shareholding in the software company.
Cotton seedling freezes to death as Chang'e-4 shuts down for the Moon's 14-day lunar night
Fortnite easily out-earns PUBG, Assassin's Creed Odyssey and Red Dead Redemption 2 in 2018
Meteor showers as a service will be visible for about 100 kilometres in all directions
Saturn's rings only formed in the past 100 million years, suggests analysis of Cassini space probe data
New findings contradict conventional belief that Saturn's rings were formed along with the planet about 4.5 billion years ago