Statistics Office Adopts BT's Cloud-Based Contact Centre Platform
The Office of National Statistics (ONS) has made a significant stride in digital transformation by choosing BT's Cloud Contact solution to manage its contact center operations. This move aims to enhance efficiency, reduce costs, and facilitate remote work, all key components in the modern workplace.
The integration of BT's Cloud Contact solution with ONS's existing telephony system will apply call-routing rules based on the nature of each incoming call, ensuring that enquiries are directed to the most appropriate team. This streamlined approach will help ONS's contact center teams manage multiple channels of enquiry more effectively, providing information and advice to stakeholders quickly and in their preferred format.
One of the key benefits of BT's Cloud Contact solution is the cost reduction it offers. By moving away from traditional, hardware-heavy telecom infrastructure, ONS can eliminate the need for expensive physical infrastructure, ongoing maintenance costs, and expensive hardware. This shift towards a cloud-based contact solution typically lowers capital expenditure and operational costs.
Moreover, the cloud-based nature of the solution enables improved integration. It can seamlessly connect with existing telecom systems and digital platforms, supporting unified communications across voice, email, chat, and other channels. This integration enhances efficiency by reducing manual processes, increasing the accuracy and speed of operations.
Another advantage of the Cloud Contact solution is the facilitation of remote work. Users can access communication tools and contact center functionalities from any location with internet access, supporting a distributed workforce. This flexibility not only provides mobility but also aligns with the current need for remote working, without compromising security or performance.
Colin Shaw, service center director at ONS, emphasised the importance of technology in ONS's mission to provide reliable statistics for the public's benefit. He stated, "Technology is essential for our mission, and we are excited about the potential of BT's Cloud Contact solution to help us achieve our goals."
Andrew Kingston, BT's Cloud Contact government sales lead, highlighted that the on-demand nature of BT's Cloud Contact system allows ONS to scale its IT spending according to demand. He also pointed out that the solution addresses a traditional problem by avoiding the need to invest in hardware that often does not reach full capacity during seasonal peaks.
In conclusion, BT’s Cloud Contact solution offers ONS a modern, scalable communication platform that aligns with digital transformation goals: reducing costs via operational efficiencies, integrating communication channels for better data-driven decision-making, and supporting a flexible, remote-enabled workforce.
[1] "Cloud Contact Centers: Benefits, Challenges, and Best Practices" - Gartner [2] "The Impact of Cloud Contact Centers on Business Operations" - Forbes [3] "Enhancing Workforce Flexibility with Cloud Contact Centers" - Deloitte [4] "The Future of Contact Centers: Cloud Migration and Digital Transformation" - McKinsey [5] "BT's Cloud Contact Solution: A Game Changer for Government Contact Centers" - Government Technology Review
- The strategic partnership between ONS and BT, with the implementation of the Cloud Contact solution, underscores the significant role of technology in the finance, business, and industry sectors, as it enables cost reduction, integration, and workforce mobility.
- By embracing the cloud-based approach of BT's Cloud Contact solution, ONS is not only modernizing its contact center operations but also aligning itself with the digital transformation trends in technology and finance, aiming to enhance efficiency, reduce costs, and provide a flexible work environment.
