BT (News - Alert) Global Services recently announced that it has entered into a contract with Western Power to develop Western Power’s multimedia contact center. BT Global Services will develop a multimedia solution using Avaya (News - Alert) technology intended to boost Western Power’s customer service capabilities via an on-demand Cloud-based platform. Following the deployment, Western Power will be able to connect with its customers through a host of communication channels including phone, fax, email, social media, smartphones and web chat amongst others.

In a release, Kevin Taylor, president, Asia, Middle East & Africa, BT Global Services (News - Alert) said, “This contract will bring Western Power’s customers a brand-new customer experience through a full-suite multimedia contact centre. In today’s competitive business environment, ensuring exceptional customer satisfaction is the key to success and we are proud to have Western Power among our customers.”

As per the contract, BT Global Services will develop the Customer Experience Platform for Western Power, with Avaya’s contact center solution functioning as the technological foundation. The Customer Experience Platform will enable Western Power to widen its functional capabilities by consolidating various aspects of emerging contact center technologies.

Speaking of the development, Ben Oxford, section head of customer service of Western Power said, “A comprehensive and multichannel contact centre that can provide customers with an integrated experience is essential to our growing population. BT’s proven track record of managed services, strong reputation as a sustainable company, and the deployment of Avaya’s innovative solutions makes this an ideal partnership. We are aiming very high with this project and have full confidence in the BT-Avaya partnership to optimize technology to reduce operating costs and help us deliver the best service to our customers.”

Western Power is engaged in electrical network management and operation, maintaining one of the largest electrical grids in the world. The company is owned by the Western Australian State Government with a leading share in the South West Interconnected Network.