BT’s CRM capabilities

Successfully delivering customer management solutions – Globally

Established 4,000contact centres globally

Largest provider of recording solutions in

the UK

Over 1,000 customers

Deployed world’s largest hosted contact centre –

32,000 seats

Manage over 8bn minutes on Global Inbound Network

Over 25 years experience

Leading supplier of workforce management

in the UK

Winner of Frost & Sullivan 2008 Market Leadership Award for

Hosted Contact Centres• 75% of the world’s largest banks • 8 out of 10 of the world’s largest

utility companies • 11 of the 20 largest airlines • 13 of the top 20 pharmaceutical

companies

Provide contact centre capability to:

We have broad and in-depth experience

Successfully delivering customer management solutions – Globally

Single supplier for your IT & network services globally

Pay-as-you-go, outright purchase & hybrid

deployment options

Operate in 173 of the world’s 194 countries

Verint’s largest global partner68,000 seats

Manage the UK’sbusiest self service

deployment

Partnering with the world’s leading contact centre technology providers

Genesys’ largest global partner approx

100,000 seats

Connectivity in 173 countries to self service platforms

Winner of Nortel EMEA Partner of the Year

award 2007 with over 1,000 sites

Winner of Avaya EMEA Partner of the Year award 2006, Service Provider of the Year award 2007 in Spain & UK & Ireland & Most

Significant Deal award 2007

We de-risk Contact Centre deployments

Successfully delivering customer management solutions – Globally

15,200 agents, 16,000 field engineers and 4,800 sales people

Manage the largest multimedia contact centre in Europe

Serve 22.6m lines

Manage 12m+online transactions

per year

Handle 219m calls per annum

Integrated offshore and onshore capability

Winner of World Communication Award 2007

for Best Customer Care

We do it for ourselves, day in – day out

Gartner Magic Quadrant

“Consider BT Group for a global or pan-regional contact-centre focussed project with measured cost savings”

Magic Quadrant for European CRM Service Providers, 2007

Tomorrow’s customer management environment

Consumers demand a seamless world of communication –

agents can be anywhere

Command centre

Home office

Mobile office

Leverage convergednetwork for voice/data

Disaster recovery

Integration with existing Systems

Consistent servicesacross the enterprise

Any device, any network, any place

Increased mobility

Reduced cost managingremote offices

Reduced costs

Branch office

Headquarters

Small office

Contact centre

Customer agent

Deploying Hosted Contact Centres

Consulting & Professional services

Outsourcing Contact Centres

● Deployed over 4000 global contact centres

● Helped over 1000 customers● Over 25 years experience● Access to 300 developers and

250 consultants

Consulting & Professional services

● Free from capital constraints● Rapid deployment● Flex up and down in line

with demand● Focus on business

not technology

Deploying Hosted Contact Centres

● Access thousands of agents across tens of countries

● Flexible Resourcing − turn on and off as required

● Operation up & running in 48 hrs● Multi-channel contact

centre capabilities

Outsourcing Contact Centres

Workforce Optimisation Customer Intelligence

● Schedule & plan shifts● Manage peaks & troughs in demand● Provide scripting and knowledge management

Workforce Optimisation

● Customer information applications● Analytics & Intelligent applications

Customer Intelligence

Inbound Call Services

Multi-channel Contact Centres

Recording & Analysing Customer Contact

Managing Customer Contact

(queue management & self service)

Providing end-to-end customer management solutions

Inbound Call Services

● 0800, 0845, 0870 etc● Single point of contact● Memorable number● Non-Geographic

Managing Customer Contact

● Self Service & automation● Queue management

applications includingcall back

Multi-channel Contact Centres

● Support voice, e-mail, SMS, Fax & web-chat

● Provide consistencyacross channels

Recording & Analysing Customer Contact

● Voice & contact recording● Quality & performance

monitoring

IP Infrastructure● Converge voice & data● Reduce end to end cost● Improve operational efficiency

● Build business flexibility● Future proof contact

centre technology

IP Infrastructure● Converge voice & data● Reduce end to end cost● Improve operational efficiency

● Build business flexibility● Future proof contact

centre technology

Customers worldwide mix

Working with leading partners and suppliers

Offices worldwide

Telecommunications services described are subject to availability and may be modified from time to time. Services and equipment are provided subject to British Telecommunications plc's respective standard conditions of contract. Nothing in this publication forms any part of any contract.

© British Telecommunications plc 2008

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