List of BT Cloud Contact Customers
London, E1 8EE, CA,
United Kingdom
Since 2010, our global team of researchers has been studying BT Cloud Contact customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased BT Cloud Contact for Call Center from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using BT Cloud Contact for Call Center include: Virgin Money UK, a United Kingdom based Banking and Financial Services organisation with 8110 employees and revenues of $2.37 billion, TSB Bank, a United Kingdom based Banking and Financial Services organisation with 5592 employees and revenues of $1.38 billion, Post Office, a United Kingdom based Professional Services organisation with 3719 employees and revenues of $1.16 billion and many others.
Contact us if you need a completed and verified list of companies using BT Cloud Contact, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The BT Cloud Contact customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Post Office | Professional Services | 3719 | $1.2B | United Kingdom | BT Group | BT Cloud Contact | Call Center | 2015 | n/a |
In 2015 Post Office deployed BT Cloud Contact in its Call Center to modernize contact centre telephony and workforce workflows. The BT Cloud Contact implementation was focused on the Post Office contact centre environment and was managed as part of broader site operations including an office relocation from Barnsley to Chesterfield.
The implementation encompassed core call handling capabilities typical of a Call Center deployment, including cloud telephony, automatic call distribution and call routing, and operational reporting. Operational configuration emphasized forecasting and planning, with scheduling workflows that produced intraday through to 18 month forecasts, handled call profile and handle time analysis, and booked offline activities to align agent capacity to demand.
BT Cloud Contact was operated in conjunction with ICM telephony components and integrated operationally with Verint workforce management for forecasting and shift alignment, while reporting combined outputs from BT Cloud Contact, Verint and spreadsheet-based data sources. The deployment supported coordination between contact centre operations, marketing and change teams to surface anticipated impacts on call volumes and to time interventions against capacity.
Governance and process changes were driven by workforce management and telephony owners, with training and knowledge transfer documented by the WFM and Telephony Manager role. Responsibilities included producing forecasts, managing overtime to budget, aligning shifts to call patterns, and training team members on forecast methods and data usage, with reporting delivered through Excel and internal operational reports.
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TSB Bank | Banking and Financial Services | 5592 | $1.4B | United Kingdom | BT Group | BT Cloud Contact | Call Center | 2018 | n/a |
In 2018, TSB Bank deployed BT Cloud Contact as its Call Center solution. The deployment was executed as part of a larger contact centre migration program that moved TSB bank plc contact centre operations from Lloyds Banking Group systems to Banco Sabadell systems and supported subsequent BAU and project activity.
BT Cloud Contact was provisioned for telephony using BT Group Cloud contact centre components CCC and OCC, and the implementation integrated with an agent desktop built on Microsoft Dynamics CRM Unified Service Desk with an integrated CTI toolbar. Configuration focus included telephony provisioning, CTI driven agent workflows, and cloud routing and call control consistent with Call Center functional requirements.
The program engaged vendors including BT Group, Everis, Accenture Avanade, Indra Minsait, Concentrix and First Source to deliver migration, systems integration and BAU transition services. Explicit integrations encompassed telephony to the Microsoft Dynamics CRM agent desktop and backend connectivity aligned to the Banco Sabadell contact centre environment.
Operational scope targeted TSB bank plc contact centre operations in the United Kingdom, with project leadership and delivery activity staged from Sant Cugat Spain during the Oct 2016 to Dec 2019 program phase. Governance emphasized IT ownership of the contact centre stack and phased handover to vendor partners for ongoing support and subsequent projects.
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Virgin Money UK | Banking and Financial Services | 8110 | $2.4B | United Kingdom | BT Group | BT Cloud Contact | Call Center | 2017 | n/a |
In 2017, Virgin Money UK deployed BT Cloud Contact, a Call Center application delivered by BT Group as part of the BT Cisco Cloud Contact Programme. The program included implementation of Nice Engage Active Call Recording and rollout of Meraki WiFi to over 60 branches, with BT project management coordinating technical and third party resources across remote and on site activities.
The BT Cloud Contact implementation focused on core Call Center capabilities, including contact routing, automated call distribution, IVR configuration and agent desktop workflows, with explicit configuration and delivery of Nice Engage Active Call Recording for capture and compliance. A formal service design model for BT Cloud Contact was authored to define technical layers, operational handoffs and environment-specific configuration, while a designated Test Lead tracked and resolved technical defects across all environments.
Integrations and operational coverage were bounded and explicit, the deployment integrated Cisco cloud contact platform elements with Nice Engage Active Call Recording and Meraki branch connectivity, and operationalized MyPD as the contract and project management tool under a Gold User governance role. Delivery scope encompassed nationwide branch connectivity and contact center channels, with coordination of technical work packages, regular Project Control Board engagement and routine site visits to validate branch-level installs.
Governance and process changes centered on embedding the service design for BT Cloud Contact, establishing defect management and test processes, and enforcing MyPD usage through a contract representative role. The BT project manager also provided PMO functions and monthly mentoring for graduate project managers to sustain program governance and operational discipline.
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Buyer Intent: Companies Evaluating BT Cloud Contact
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