British Telecommunications PLC (BT) has signed a contract to manage Microsoft's global one call call centre routing initiative. This will unify and manage Microsoft's contact centres into a single network based contact centre environment.

"We selected BT to head up this programme based on their leadership and experience in contact centre technology and capabilties to manage a project of this scope globally," Microsoft's one call Team Director Michael Culleton said.

The contract calls for an 18 month deployment schedule across 77 Microsoft call centres.

The one call solution will enable Microsoft's call centers throughout the world to be centrally managed for call routing, leading to improved customer service levels and better use of call centre agents, the company said in a statement.

(www.financialexpress.com)