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BT Openreach increases services deal with Infosys

BT Openreach is adopting Infosys software platform to improve support for its engineers and customers.

The contract expansion with Indian services giant Infosys will add 1000 call centre agents to a platform that provides support staff with a knowledgebase of information to help with troubleshooting.

Openreach, which deals with the infrastructure side of BT, will now have a total of 5,000 call centre agents as part of this project. 

This platform compiles information from a variety of systems and integrates it in one place that support staff can refer to.

The introduction of the platform had significantly reduced login and call times, as well as the time it takes to train agents.

Director at Openreach, Alan Hall, said the extension of the system’s use was an easy decision. “Over 5,000 people in over 50 centres are now able to provide our customers and engineers with a much improved service.”

A similar system has also been adopted in EC2 IT’s workplace – with various guides and solutions being accessible and searchable from one location to help maximise efficiency within the team.