BT Multimedia Contact Centre is a hosted multimedia Automatic Call Distribution service. It enables you to transform your call centres into true Contact Centres in the most cost-effective manner possible, by seamlessly blending IP and traditional voice technologies over your existing communications infrastructure. As a result, you will be able to consolidate e-mail, web chat, voice calls and voice mail into virtual queues at agent desktops. To further enhance the customer experience, increase the efficiency and simplify the management of your customer-facing operation, you can use the tools we provide to easily and quickly integrate the service with your CRM applications.