BT offers CRM out of the box

British Telecom has entered into the high-end customer relationship management (CRM) fray and plans to generate £2.5bn in revenue...

British Telecom has entered into the high-end customer relationship management (CRM) fray and plans to generate £2.5bn in revenue from the technology over the next three years.

BT has formed a number of alliances with partners, including systems integrator Accenture, communications provider Avaya and CRM giant Siebel Systems.

The company is selling Siebel's call centre application as part of a pre-packaged end-to-end call centre solution, called Contact Central.

Pierre Danon, chief executive of BT Retail, said the product was central to BT's growth plans. "We will stay within our vision of connecting your world completely," he said, adding that the company intends to sell communications solutions that are outside of its traditional business.

BT claims it will be able to offer CRM to both small and medium-sized companies that have traditionally been unable to afford the technology.

The company also claims it can deliver a cheaper, easy-to-use offering that will deliver a faster return on investment than traditional CRM implementations do for large scale enterprises.

The CRM package "has pre-integrated options that let you get the system up and running in a matter of days, rather than months - and it's easier to manage," stated Danny McLaughlin, managing director of BT Major Business.

Tom Siebel, chairman and chief executive officer of Siebel Systems, was on hand to launch the new BT offering. Contract Central already has two customers who have signed contracts worth £200,000 for 30 seats.

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