BT Delivers Genesys One ‘Out of the Box’ Contact Centre Solution to UK Mid-Market


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Extension of relationship sees BT and Genesys deliver leading1 contact
centre solution to UK companies

Frimley, UK – 03 September, 2013 – Genesys, a leading provider of customer
service solutions, has announced an extension to its existing relationship
with BT to deliver the recently launched Genesys One customer service
solution. BT will offer mid-market businesses an innovative straight out of
the box solution as part of its BT Onsite Contact Genesys service in order
to meet the growing consumer demands for omni-channel customer service.

Key facts:
• The new single software solution uniquely packages Genesys’ leading
contact centre capabilities with innovative customer service best practices
in the form of templates and applications, together with a powerful rapid
deployment facility making it faster and easier for contact centres to
deploy a next generation contact centre in days rather than months.

• BT offers a breadth of capability to support the contact centre industry
from business and operational consulting, best practice and benchmarking,
through to deployment and in life support. As a practitioner and highly
experienced Genesys user, BT brings a unique blend of business and technical
skills to facilitate a smooth deployment to match its customers’ business

Supporting quotes:
Andrew Small, VP of BT Contact, BT Global Services commented: “Today’s
customer is increasingly tech savvy. He or she expects to be able to
interact with businesses via multiple communication touch points – be this
web-chat, SMS, e-mail, mobile or phone – and they want to follow their
conversation across all these channels seamlessly.”

“With Genesys One —which is one element of our contact centre portfolio —
we’re enabling mid-market organisations to create this omni-channel approach
to customer service and are empowering them to provide leading care to their
customers. Agents also gain broader access to information needed to manage
customers’ interactions regardless of the channels used and organisations
have the ability to add new communication channels without significantly
increasing complexity or cost,” concluded Andrew.

Keith Wilkinson, Vice President, UK & Ireland and Africa, Genesys,
commented: “We’re delighted to announce this extended partnership with BT in
the UK and Ireland, and are excited to move forward with Genesys One in this
market. Genesys One allows medium-sized businesses and enterprises to
deliver a great customer experience by using a sophisticated out of the box
solution that gives instant access to industry-leading technology as well as
extensive customer service expertise. Our extensive relationship with BT in
the UK and Ireland in the past means that together, we’re in a great
position to bring this solution to the market to offer organisations a
simple and cost-effective approach to providing customer-centric service.”

BT and Genesys have an 18 year relationship going back to 1994 when BT
became the first Genesys customer in the UK. Today, BT is one of Genesys’
largest strategic global partners and currently manages the biggest hosted
contact centre in Europe on a Genesys platform. It has over 500,000 Genesys
product licenses under managed service and support in the UK and

BT manages over 4000 contact centres worldwide with more than 100 of these
served from its global hosted platform. In addition to being a CRM vendor,
BT is also a practitioner, providing customer service to 12million customers
from its contact centres around the globe.

About BT
BT is one of the world’s leading providers of communications services and
solutions, serving customers in more than 170 countries. Its principal
activities include the provision of networked IT services globally; local,
national and international telecommunications services to its customers for
use at home, at work and on the move; broadband and internet products and
services and converged fixed/mobile products and services. BT consists
principally of four lines of business: BT Global Services, BT Retail, BT
Wholesale and Openreach.
In the year ended 31 March 2013, BT Group’s revenue was £18,017m with profit
before taxation of £2,501m.
British Telecommunications plc (BT) is a wholly-owned subsidiary of BT Group
plc and encompasses virtually all businesses and assets of the BT Group. BT
Group plc is listed on stock exchanges in London and New York.
For more information, visit

About Genesys:
Genesys is a leading provider of customer service and contact centre
solutions. With more than 2,000 customers in 80 countries, Genesys
orchestrates more than 100 million customer interactions every day across
the contact centre and back office, helping companies deliver fast and
optimal levels of customer service with a highly personalised cross-channel
customer experience. Genesys also prioritises the flow of work to back
office personnel resulting from any customer interaction, internal workflow
or business application, optimising the performance and satisfaction of
customer-facing employees across the enterprise.

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