BT to unify MS's call centres

BT will unify and manage Microsoft's contact centres into a single network based contact centre environment.

British Telecommunications plc (BT) has signed a contract to manage Microsoft's global OneCall call centre routing initiative. This will unify and manage Microsoft's contact centres into a single network based contact centre environment.

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"We selected BT to head up this programme based on their leadership and experience in contact centre technology and capabilities to manage a project of this scope globally," Microsoft's OneCall team Director Michael Culleton said.

The contract calls for an 18 month deployment schedule across 77 Microsoft call centres.

The OneCall solution will enable Microsoft's call centres throughout the world to be centrally managed for call routing, leading to improved customer service levels and better use of call centre agents, the company said in a statement.