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WELCOME TO THE LATEST ISSUE OF BETWEEN THE LINES
In BT Wholesale, we regard helping our customers to anticipate and make sense of future trends as one of our primary responsibilities. So in this issue of Between The Lines we talk to two recognised experts about end-customers and how they will be engaged and served, by Communications Providers, in the future.
In one of the lead articles, Dr Nicola Millard, a futurologist at BT specialising in customer service and contact centres, explains how and why Artificial Intelligence is poised to assume centre stage in an increasing number of contact centre strategies. Nicola believes the deployment of more sophisticated multi-channel strategies will herald greater use of intelligent systems for the benefit of service providers, agents and end-customers.
In our second lead interview, Kevin Nickels, Strategy Director of BT Design argues that corporates are turning to Web 2.0 applications such as wikis, blogs and social networking as a method of more fruitful engagement with, and a better understanding of, customers – as well as their own employees.
Changes in the way in which consumers and businesses use the internet (and what they use it for) are also touched upon in our article on Wi-Fi Cities. The feature looks at how ubiquitous wi-fi is helping to make the internet even more central to the lives of consumers.
There’s also a story looking at further developments in IPTV, in particular how rival broadcasters are coming together to meet the rising enthusiasm for IPTV across the country.
And this quarter we examine the issue of wasted spending on networking and IT as has been recently highlighted by the analyst community. It’s a topic that represents a real challenge to our industry especially as signs of an economic slowdown are everywhere to see. And of course, there is more, so I hope you find all the articles in this issue useful and insightful.
To download a PDF of the complete e-zine, just click on the link at the bottom of the right hand menu. Some of the stories link through to other resources and information on
BT Wholesale Engage,
our multimedia portal that provides news, views, comments and customer research. 
Finally, don’t forget, we'd like to hear your views so
please get in touch.
Steve Haines
Chief Operating Officer Wholesale Markets
TOP STORIES THIS QUARTER
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WORKING TOGETHER
FASTER BROADBAND, FASTER PROFIT
The demand for bandwidth is growing, with bandwidth-hungry applications taking centre stage and transforming the user experience of the web.This article highlights the potential of bonded broadband applications to deliver more bandwidth to users to meet that demand.
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BUSINESS BRIEF
THE CALL CENTRE THAT THINKS FOR ITSELF?
Is there such a thing as a thinking call centre? Dr Nicola Millard certainly thinks so. Her recent study of contact channel preferences of customers reveals that Artificial Intelligence is poised to take on a more significant role in the contact centre strategies of companies everywhere.
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INDUSTRY ISSUES
IT DEPARTMENTS ‘WILL WASTE $100 BILLION ON NETWORK OVERSPENDING’
Over the next five years, IT departments across the globe will spend some US $100 billion more than they need to on network products and services, according to Gartner analysts Mark Fabbi and Bob Hafner. This startling conclusion provides both challenges and opportunities to Communications Providers selling to larger organisations.
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BETWEEN THE LINES PDF
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