BT Avaya OnNet to play key role in virtual call centre future

BT and Avaya have teamed up to create a new pay-as-you-go call centre service that enables large businesses to meet changing infrastructure needs without incurring unnecessary effort or expense.

The service, dubbed BT Avaya OnNet, means that organisations can optimise call centre resources to make them more reactive and responsive to changing customer needs by eliminating the need to make capital investments in infrastructure.

Aimed at large businesses with at least 750 users and organisations with multiple sites, the service will also break down traditional barriers of location or capacity, according to its creators.

"BT Avaya OnNet will be of particular benefit to financial services, retailers and utility companies, who experience significant seasonal demand," said Tom Craig, president of IP networking at BT Global Services.

"Outsourcers, as well, need to flex depending on the volume of contracts being managed at any one time. Organisations will be able to provide more resource at specific times, without the need for up-front capital expenditure."

Craig added: "Historically, this has been a considerable problem for businesses, struggling to find a balance between having the right amount of contact centre resource and keeping the business cost-effective. You can bring in additional workers on contract when demand rises - but enabling them with additional necessary equipment has been another matter entirely."

OnNet's arrival is likely to transform the call centre as we know it, playing a key role in the increasingly virtual nature of communications in the future where employees can interact with customers wherever they happen to be based, claims Morag Lucey, Avaya's vice president of marketing for Europe, the Middle East and Africa (EMEA).

Maggie Holland

Maggie has been a journalist since 1999, starting her career as an editorial assistant on then-weekly magazine Computing, before working her way up to senior reporter level. In 2006, just weeks before ITPro was launched, Maggie joined Dennis Publishing as a reporter. Having worked her way up to editor of ITPro, she was appointed group editor of CloudPro and ITPro in April 2012. She became the editorial director and took responsibility for ChannelPro, in 2016.

Her areas of particular interest, aside from cloud, include management and C-level issues, the business value of technology, green and environmental issues and careers to name but a few.