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 today announced it is expanding its multinational customers’ choice of cloud-based audio and video collaboration managed services with the addition of Zoom Meetings to its portfolio. It follows the signing of a new carrier agreement between BT and Zoom Video Communications, Inc.

The agreement means BT becomes the first global provider to offer a fully managed Zoom Meetings service featuring a choice of connectivity and integration with its global voice network. The service also includes end-to-end experience monitoring and enhanced security.

Connectivity choices include internet, global SIP, PSTN or MPLS. BT also offers security options such as encrypting communications, protecting customers’ user IDs, secure, private and resilient MPLS connectivity, dedicated network gateways and user adoption programmes, which educate users on secure best practice.

The agreement also enables BT to offer Zoom Rooms, Zoom’s extendable software-based conference room system.

Ryan Azus, chief revenue officer, Zoom, said: “We chose BT as a global managed service partner because it’s a trusted and established leader in the world market with in-depth enterprise voice, video, security, cloud and networking expertise. Our new agreement will help large enterprises fully experience the benefits Zoom Meetings, Zoom Phone and Zoom Rooms offer. This partnership will also expand Zoom’s global footprint and enterprise sales capabilities.”

Andrew Small, director, Global portfolio, BT, said: “We’re keeping it simple for customers, helping them create secure and productive digital workplaces for their people, wherever they are. Our new managed service allows global enterprises, typically with complex network and IT infrastructure, to consume Zoom Meetings in a simple, consistent and secure way with optimised experiences for their people around the world.”