BT and Voxeo Collaborate on Multichannel Self-Service Solutions

Voxeo has joined forces with BT, a provider of managed networked IT services, to provide clients with low-cost, low-risk cloud IVR and automated self-service solutions that can be accessed via phone, Web, text, and social media channels.

BT uses Voxeo Prophecy and CXP (formerly VoiceObjects) to deliver fully integrated customer self-service solutions to clients on a per-transaction or per-minute basis as part of its BT Auto Contact offering. BT Auto Contact offers self-service solutions that make it easy for customers to access services 24/7 across multiple channels and reduces the business cost associated with providing those services by up to 90 percent when compared to live agent support, according to the companies.

"Organizations can significantly reduce their service costs while improving customer satisfaction by deploying effective, telephone-based self-service," said Andrew Small, vice president of BT Contact and BT One at BT Global Services. "Voxeo's multichannel capabilities provide a unified technology infrastructure for integrating additional online and mobile self-service options. Organizations can deploy their auto contact applications across multiple channels and multiple geographies."

Voxeo's IVR platform is integrated with BT Inbound Contact, BT's global voice network, which routes voice traffic across 170 countries and will allow multinational deployments to be implemented and managed centrally. Voxeo's application development, management, and analytics platform, Voxeo CXP, allows BT to build, manage, and monitor the performance of customized self-service solutions.

Last month, Aspect acquired Voxeo in a $150 million deal that the companies said will enhance Aspect's cloud, hybrid, and premises-based deployments while adding interactive voice response and multichannel self-service capabilities to its solution portfolio.

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