FOR IMMEDIATE RELEASE
Resilient plc selected by BT Group to bring call recording to its UK Inbound Contact portfolio
About BT Inbound Contact
London, 19th December 2017 - Resilient plc today announced that it has been selected by BT to provide call recording services to customers of its non-geographic numbering services. The services are available to customers of BT’s UK Inbound Contact portfolio immediately.
Non-geographic numbers are widely adopted across the UK providing a national presence using either a free-phone service (080x) or other chargeable number ranges (03xx, 084x and 087x). The launch of the new service means that BT’s customers can choose to record calls to their Inbound numbers, and have immediate access to these recordings through a secure online portal.
Call recording is already very pervasive within the contact centre market, where calls are recorded for training, quality and dispute-resolution purposes. Removing the need for dedicated, premise based call-recording equipment, and providing this as a service from the BT smartnumbers cloud, delivers many important benefits to customers;
- Cost avoidance, with customers paying only a small charge per minute for calls to be recorded with minimum additional charges for the long-term secure cloud storage of these recordings.
- Future proof their operations, so that as an organisations contact-centre infrastructure evolves, there will be no impact on their ability to record and review calls.
- Security and availability, with BT providing 11 9’s availability SLA for the recordings, which are stored with the highest levels of security in the industry.
- Business continuity so that if a customer’s normal site goes down calls will continue to be recorded as calls are routed to a back-up, disaster recovery site or to staff working on their mobile phones.
“We are committed to making life simpler and more cost-effective for customers of our Inbound services”, says Malcolm Pilcher, Head of UK Traditional Voice, Business & Public Sector, BT. “By providing call recording embedded within the number itself, our customers can ensure that all calls to these numbers are recorded without the need to purchase and maintain separate call recording equipment. Furthermore, BT Inbound will store these recordings in the cloud, ensuring that they are immediately available for training and quality purposes, for compliance or dispute resolution. With this announcement we expect to deliver both cost reductions and improved business efficiency to our customers.”
“We are delighted to have been selected by BT Inbound to provide critical call recording services to customers of its non-geographic number portfolio”, says Geoffrey Paterson, Chairman & CEO of Resilient plc. “BT Inbound carry a significant share of the UK’s calls to non-geographic numbers, many of which are into the largest UK contact centres. By providing call recording within the number itself, these customers have less exposure to the costs and complexities of recording calls on premises. Call recording is increasingly becoming a compliance issue across many industries, so we are pleased that this solution enables organisations to not only protect their revenue and reputation, but also to meet their compliance obligations.”
About Resilient plc
BT Inbound Contact, part of BT Group plc, offers innovative solutions to give customers better control of their resources to help manage their contact centre operations more efficiently. For more information, visit https://www.globalservices.bt.com/uk/en/products/inbound_contact
Resilient plc provides trusted communication services for continuity, compliance and fraud. Its smartnumbers service has been adopted by leading organisations across finance, defence, blue light, legal, insurance, health, pharmaceuticals, automotive, utilities and government. Delivered from the cloud, smartnumbers enable organisations to drive benefits of increased resilience, agility, business efficiency and compliance across their fixed-line, mobile and IP networks. For more information, visit www.resilientplc.com
BT’s purpose is to use the power of communications to make a better world. It is one of the world’s leading providers of communications services and solutions, serving customers in 180 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, TV and internet products and services; and converged fixed-mobile products and services. BT consists of six customer-facing lines of business: Consumer, EE, Business and Public Sector, Global Services, Wholesale and Ventures, and Openreach.
For the year ended 31 March 2017, BT Group’s reported revenue was £24,062m with reported profit before taxation of £2,354m.
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 http://www.btplc.com/