BT today announced a new era in its partnership with ServiceNow, the leading digital workflow company that makes the world work better for everyone, with plans to launch a turnkey, contact-centre-as-a-service (CCaaS) package integrating digital workflows, global communications and a cloud-hosted contact centre platform.

It is being developed in response to demand from customers to simplify and accelerate digitalisation of their contact centres and workflows. Digitalisation, including the move of contact centre systems into the cloud, offers more flexible and responsive user experiences for both customers and agents. It also helps reduce costs, boost productivity and enables new service innovations and compliance tools.

It will be delivered and managed by BT and ServiceNow to help customers create fully digital, comms-enabled workflows without having to engage multiple partners. It combines ServiceNow’s powerful Now Platform capabilities with BT’s Global Voice network, integrated into a choice of tools, such as call recording, and a leading CCaaS platform.

The partners have already deployed this with UNHCR, the UN Refugee Agency, with the support of the United Nations International Computing Centre (UNICC). They will now offer it to organisations around the world, including domestic business and public sector customers in the UK.

It marks the latest step in the BT and ServiceNow ongoing partnership. Announced in 2022, the collaboration will allow ServiceNow to partner with BT Group’s Digital unit to modernise service management Group-wide. This will help BT Group create an AI-powered, self-healing digital infrastructure for its business operations.

“Integrating comms into the workflow and case management simplifies compliance processes, makes colleagues more efficient and gives a better experience to everyone,” said Andrew Small, director of voice and digital work, Business, BT. “Our new package in partnership with ServiceNow will create a compelling pathway for customers looking to move to the cloud and achieve all the benefits digital transformation has to offer.”

Chris Bedi, chief digital information officer, ServiceNow, added: “Customers are increasingly looking for turnkey options to remove complexity from cloud migration and workflows. The combination of our cloud‑based platform, with BT’s global network and communication expertise, will offer customers a unique opportunity to digitise and unify their organisations to be smarter and faster.”

ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. 

BT and Five9, a leading provider of the intelligent CX Platform, today announced that they are expanding their partnership to enhance the choice of contact centre services and solutions offered to organisations globally.

BT will now offer the Five9 Intelligent CX Platform to new and existing customers as a managed service to help them fully digitalise their workplace through tighter integration with existing voice, digital channels, unified communications and customer relationship management (CRM) systems. The integration of the cloud-native Five9 Intelligent CX Platform with BT’s secure, expansive and reliable Global Managed Voice platform offers customers an end-to-end managed service, cloud migration expertise and access to BT’s extensive experience and capabilities in managing complex technology environments.

BT customers can now choose from a range of Five9 options including digital engagement channels, analytics, workflow automation and optimisation, along with practical AI to engage and empower their contact centre agents. In addition, Five9 offers pre-built call centre integrations with leading CRM solutions, including Salesforce, ServiceNow, Microsoft, Oracle and Zendesk.

BT will also offer access to Five9’s artificial intelligence (AI) and automation solutions, including Five9 Intelligent Virtual Agent (IVA), which are embedded in the platform. These solutions can help automate processes and manage routine calls, while automatically providing agents with caller details to improve efficiency.

The expanded partnership builds on an existing agreement between BT and Five9. In November 2022, Five9 named BT its strategic carrier for voice and network services globally. This enables Five9 to expand into new markets and offer its global customers a service with improved call quality.

Andrew Small, managing director, global portfolio, Business, BT, said: “Our Five9 partnership offers BT customers a secure and future-proof route to migrate their contact centre into the cloud. BT and Five9’s combined expertise will help customers manage the transition seamlessly and enjoy the full benefits of a managed CCaaS service.”

“It is an honour to continue expanding our partnership with BT to deliver a high quality intelligent CX solution via a BT network-enabled, managed cloud service powered by Five9,” said Jake Butterbaugh, SVP Global Partner at Five9. “Enterprises now have access to Five9’s leading Intelligent CX Platform seamlessly embedded with BT’s world-class voice and data services to create more fluid experiences for their customers. This partnership reflects Five9’s commitment to grow our partner ecosystem and cultivate powerful, global partnerships to deliver CX solutions to global customers.”

BT will be attending the upcoming Five9 CX Summit EMEA hosted in Porto, Portugal and will be a featured presenter.  For more information click here

Notes to editors

About BT’s Managed Contact Centre services

BT offers businesses and organisations in the UK and globally customer experience solutions to improve agent and customer experience, with professional services to plan, implement and manage them end-to-end. Its services and solutions enable omnichannel interactions including voice, email, webchat, messenger, SMS and social media.

BT’s Inbound Contact Global platform supports inbound voice services worldwide, with physical access nodes in over 45 countries, originations from over 180 countries, and terminations to anywhere in the world. Its cloud contact centre services are supported by resilient global Contact Hubs offering a wealth of experience in customer experience transformation. BT’s Inbound Contact platforms serve over 55,000 customers globally, and more than 16 billion minutes of calls per year. Over 65,000 agents use it worldwide.

BT works with an ecosystem of partners including Five9 to deliver innovative and market leading technology. Our Cloud Contact platforms have connectors with leading CRM systems including Salesforce, Oracle, Microsoft Dynamics, SAP, ServiceNow and Zendesk.

BT helps customers build secure end-to-end contact centres. It offers applications to protect against the dangers of fraud, all seamlessly integrated with its secure network. It also offers expertise to help customers navigate compliance and regulatory requirements.

About Five9

The Five9 Intelligent CX Platform provides a comprehensive suite of solutions for orchestrating fluid customer experiences and empowering agents. Our cloud-native, multi-tenant, scalable, reliable and secure platform includes contact center; omni-channel engagement; Workforce Engagement Management; extensibility through more than 1,000 partners; and innovative, practical AI, automation and journey analytics that are embedded as part of the platform. Five9 brings the power of people, partners and technology to more than 2,500 organizations worldwide. Through this combination, Five9 supports customer needs from Day 1 to forever and delivers on our customer commitment: “We keep our CX promise, so you can keep yours.” 

For more information, visit www.five9.com

Two technology trends have emerged — the move to hybrid working and the relentless shift of business applications and services to the cloud, both of which fall under the umbrella of digital transformation.

For many businesses and employees, collaboration platforms such as Webex have been the face of their company’s digital transformation. Adoption of the technology has grown sharply since 2020 and is revolutionising not only ways of working but what’s considered to be a workplace. 

With offices re-opened, businesses and employees are presented with a new question: do we want to “return” to pre-pandemic ways of working or do we invest and push ahead with digital transformation and put those platforms onto a firmer technological footing?

Cloud-enabled collaboration is fundamental to sustaining productivity. But so too is the need for consistency across the business. This means giving everyone, everywhere, at any time — and on any device — full access to the apps and services they need to collaborate effectively and securely. It involves investing in platforms and connectivity to support all workplaces, whether on-site or remote. 

It’s with these drivers in mind that we have expanded our broad collaboration portfolio with the full power of Webex. We’ve enriched our existing Webex Meetings offering to include the new Webex Events, Webinar and polling capabilities. And this year we launched Webex Calling and Webex Contact Centre for both UK and international customers, providing them with scalable, unified cloud-based platforms.

Our Webex Calling and Webex Contact Centre solutions leverage the reach of our voice network and the comprehensive support of our managed service to provide feature rich, scalable cloud-based voice and contact centre offerings. Moving voice to the cloud gives organisations the flexibility to enable true hybrid working for their people, whilst eliminating the cost and complexity of legacy infrastructure.

Brian Stout, vice president of global collaboration sales, Cisco, commented: “These launches form the latest chapter of our three-decade long partnership with BT. BT’s new portfolio of Webex services give our joint customers everything they need to collaborate. Together we can now provide customers with a range of scalable enterprise-grade managed cloud collaboration and customer experience services, which have been purpose-built for hybrid work.”

As businesses try to find a balance between ‘everyone and everything from home’ and ‘everyone back in the office’, in true Goldilocks fashion, the middle path feels ‘just right’. Hybrid working is here to stay.    

• Following a hugely successful pilot during lockdown, with over 140 volunteers and 1,600 calls made, BT is expanding Care Home Companions to over 300 care homes nationwide

• 140 BT, EE and Plusnet colleagues from across the UK have now volunteered, with ambition to make 15,000 weekly calls over the next year

BT is announcing the national rollout of its employee led initiative, Care Home Companions to over 300 care homes across the UK. Since 2020, BT, EE and Plusnet contact centre colleagues have been volunteering to regularly chat with care home residents to keep their spirits up during the pandemic. Following a successful launch in the North East, BT is expanding Care Home Companions to over 300 care homes nationwide with their partner HC-One, with the ambition to have 1,600 volunteers making 15,000 calls to care home residents over the next year.

BT colleagues are using their personable and local communication skills they’ve learnt as customer service advisors to chat with residents who might not have anyone else to talk to on a regular basis. During lockdown, the Office for National Statistics found that those who are "always or often" lonely reached 8 per cent* of UK adults. Care Home Companions is helping to tackle the loneliness epidemic by giving volunteers from nearby UK based BT, EE and Plusnet contact centres the opportunity to give back to their local communities. Call centres taking part in this initiative include Darlington, Sheffield, Leeds and Doxford Park, and will be expanding to a total of 30 centres, with additions including Accrington, Blackburn, Lancaster, Liverpool and Warrington throughout the year.

In line with BT’s mission to Connect for Good, the original idea for Care Home Companions was born out of an existing project set-up by a group of BT employees in 2020 to help tackle loneliness in the UK. The scheme was hugely successful, with around 140 volunteers making over 1600 calls to care homes in the North East during 2020. The series of lockdown restrictions and social distancing measures has had a devastating impact for residents in care homes, and now in 2021, BT volunteers together with HC-One are taking the project one step further to help even more residents across the country to combat loneliness for this vulnerable part of society.

Nick Lane, MD of service, BT’s Consumer division said: “Giving back to local communities is so important, so when we heard there was a group of people who’d appreciate a chat, our volunteers jumped at the chance to help. I couldn’t be prouder of them. Being local and personal is such a big part of who we are now, meaning that we’re uniquely placed to be making these calls to those in our communities who need it most. The feedback from the residents, carers and care homes has just been overwhelmingly positive and our people love it too.”

Colleagues who volunteer to take part are given full training on top of their professional customer service skills on how to help their care home companions feel more connected. Matching companions in the same area means volunteers can bring in their own personal and local experience to build friendships and help residents feel comfortable and supported.

Robi Roccella, Head of Quality of Life at HC-One on how the weekly calls help as part of their overall activities: “Our wellbeing programme aims to enhance the quality of life of the People we care for, by providing a range of meaningful activities that can stimulate their physical, mental and emotional wellbeing. During the coronavirus pandemic we've had to adapt the way we do things, and for the People we care for, their relationships with the outside world and community links have become even more important. We are grateful to be working with BT and EE, for not only the time their volunteers have given to help the People we care for to stay connected, but also helping them through their weekly calls to lead active and fulfilling lives. This programme is also promoting the use technology which is also key to enable People to be stimulated and engaged.”

Jay Routledge, a volunteer from North Tyneside said: “Speaking to one or two individuals on a weekly basis means I leave that call with a buzz, knowing I’ve made somebody’s day. It’s knowing I’ve had that lovely conversation with somebody for half an hour and I’ve been able to get to know them a little bit and they’ve got to know me as well.”

Georgie Pouton, Wellbeing Coordinator from HC-One’s Redesdale Court care home in North Shields said: “It wasn’t real at first when COVID-19 hit. We got a phone call asking if we would take part in a pilot [of Care Home Companions]. At first we were like ‘ooh how’s this going to work?’ but I’d say the first few days after we got the calls we were starting to see signs of positivity in the residents.”

Bev Wilson from BT’s Gosforth contact centre, who initially helped to set up the scheme, and has spent her time speaking with George, a resident at Kirkwood Court care home, Kenton, Newcastle said: “Speaking to George is like speaking to family. Whenever I’m feeling a little bit down, I think about my calls to lift my spirits up. We now share a picture and a bit about our interests to residents before we start our calls as a friendly introduction. I shared a picture of me cycling and stories about my pet dogs, which really helped our relationship flourish as it brought back memories of George cycling into Newcastle each day, and his own lovely dog. He loves the calls that we have together, and he says that it is a release speaking to someone new. George’s wife is also in the same home and he doesn’t have any other family. Some residents don’t have any visitors, and so in some cases we offer multiple calls a week.

“Even though lockdown restrictions are lifting, it’s still important to keep in touch with those who may be feeling lonely, sometimes doing this can help and inspire you too. Another resident that I speak to is a poet, whose work has been read out on the radio and published in newspapers. I’m lucky enough to have been able to hear her work over the phone, as she speaks about her local area, including mining and politics. I’ve been incredibly inspired as she recalls all her poems from memory as she is blind. It fills her with pride to be able to continue sharing her beautiful poems.”

Lauren Proctor, Wellbeing Coordinator from HC-One’s Kirkwood Court care home in Newcastle said: “We cannot thank the BT volunteers enough and everyone who has used their free time to chat. Our residents look forward to the calls and enjoy telling stories about their past. They love getting to know the volunteers’ and learning more about the people they’re talking to - one resident said, “It’s lovely to match a face to the voice”. 

“Our ambition is to help combat loneliness and this initiative is definitely helping. From the numerous calls we’ve had, one little chat makes a resident’s day. For example, George, looks forward to his call every week and enjoys talking about his life, his family and especially history. BT sent George The Magnificent 7 DVD and sweets as a birthday present, as he mentioned when his birthday was on a call once – it made his year.”

“BT’s Care Home Companion’s has been brilliant for both residents and our colleagues. For ‘National Carers Week’ all the Care Home Companion’s sent personal cards colleagues at Kirkwood Court to say thank you and to keep up the good work. We were overwhelmed with their kindness, it made them feel appreciated. I’d recommend this programme to everyone.”

Notes to Editors

To celebrate the news, BT and HC-One came together to showcase the positive impact the pilot has had in a moving short film released today by BT to mark National Loneliness Awareness Week.

• Shot at HC-One’s Redesdale Court care home in North Shields and with BT volunteers from the North Tyneside contact centre, it shows how the pandemic left many residents feeling lonely and isolated as most social activities and outside visits stopped. The video brings to life the changes the care home made to create activities to help with wellbeing, and the positive impact a weekly call from volunteers can have on residents. Growing bonds have been formed over common interests with residents, who in some instances may not have any regular contact with those outside the home.

*Statistic sourced from the Office for National Statistics – Opinions and Lifestyle Survey

• Adults aged 16 and over across Great Britain were asked how often they felt lonely, where the options were "often/always" / "some of the time" / "occasionally" / "hardly ever" / "never". Those reporting feeling lonely often / always is used as the indicator.

About HC-One

• HC-One is ‘The Kind Care Company’
• The locations of all HC-One homes can be viewed online at: https://www.hc-one.co.uk/Carehomes.aspx
• HC-One was founded in 2011 and has continued to grow and flourish since its inception.
• Our aim is to be the first choice care home in each of our communities for Residents, Relatives, Colleagues and Commissioners.
• HC-One’s c.22,000 Colleagues provide kind care to c.14,000 Residents across 327 care homes in the UK.
• HC-One stands for ‘Health’ and ‘Care’ and symbolises the focus on the “one” – you, the Resident, are the one that matters; you, the staff member, are the one that can make a difference. We are one team, working with Colleagues, Residents and Relatives as we strive to provide the kindest care.

Providing our BT, EE and Plusnet customers with the best service has never been so important in what has been an extraordinary 12 months. With 100% of our frontline people based across many sites in the UK and Ireland, we have been able to maintain resilience in the face of the Coronavirus crisis where others have not. And that has helped us keep our customers connected when they need it most to employment, education, entertainment – all of which drove a surge in demand for connectivity triggered by the first lockdown last March – and, most importantly, to each other.

So, what has that enabled us to do over the past year? 

From Dundee to Plymouth, Sheffield to Glasgow, and Merthyr to Enniskillen we employ more than 11,000 customer service advisors. Between them, they have answered 34 million calls in the past 12 months alone. That’s down from 38 million the previous year because we are better placed to help our customers when they first call, reducing the number of times they need to pick up the phone to get in touch.

And they haven’t stopped there. Colleagues up and down the country have taken the opportunity to get involved their local communities to make a difference and support those who have been worst hit by effects of the pandemic. Our Care Home Companion initiative was born out of our contact centre in Darlington, with my colleagues using their professional communication skills and volunteering time to have regular conversations care home residents isolated by the pandemic feel less lonely. 

We are now rolling Care Home Companion out across the country, with calls happening in Gosforth, Darlington, North Tyneside, Sheffield and Leeds. Our people have already made 2,000 calls – each one an important social lifeline to a member of their community. And new partnerships are underway in Middlesbrough, South Shields and Enniskillen, with 600 colleagues volunteering to get involved. 

We have also made huge improvements in the way we handle issues when things go wrong*. We have reduced the number of Ofcom complaints so that we are consistently below industry average. And all while customer usage has doubled on our fixed network. A great example of that is the average household using more than 50% more data YoY to 15GB across Christmas and Boxing Day in 2020 – enough to stream 5,000 films on Netflix. They are there when you need them most. On Christmas Day last year, for example, my BT and EE call centre colleagues helped nearly 9,000 customers.

We have come a long way in a short time. We know our customers value speaking to someone who understands their issue down to the regional differences that make us so great as a country, whether that’s expert help with tech or chat about the local football team. Now our customers can be called ‘Duck’ in Sheffield, ‘La’ in Liverpool and ‘Pet’ in Newcastle.

This level of personal and local support is important for every customer but no more so than the many vulnerable customers and their carers that we serve. And that brings me back to what a lifeline our people have been for our customers during the pandemic.

Coronavirus continuity

When the world changed for us all last spring, we were able to meet the enormous technical, logistical, and regulatory challenges that arise in giving such a large number of our people the option of home working. We could only do that because 100% of our frontline people are based across many sites in the UK and Ireland, not only keeping our people safe, but also enabling us to maintain our customer service continuity.Our people showed amazing resilience and we completed a massive logistical challenge to equip every colleague who wanted to work from home with the technology, security and equipment to do so. I couldn’t be prouder of how my colleagues rose to this challenge, keeping our customers connected with the help they need so they don’t have to leave their homes.They are all walking, talking examples of BT’s ambition to connect for good. 

Marc Allera, CEO, BT’s Consumer brands

Follow me on Twitter and Instagram at @marcallera

*Complaint handling complaints have reduced from 1,168 per 100k to 922 per 100k