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Read how Convergence Group is seeing the real business value of Wholesale Ethernet to deliver high-quality connectivity for their customers.
Read how we’ve helped FastNet build their broadband business and keep their promises to bandwidth-hungry business customers.
See how we enabled Entanet to create a simple, powerful FTTC promotion which has seen their FTTC run-rate double since launch.
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Connecting the dots: the future of customer interaction
In a world where speed, convenience, and personalization are the new standard, delivering a seamless customer experience is no longer just a nice-to-have. Today’s customers expect responsive, flexible service that spans every channel they use. For the logistics sector, meeting these expectations means reimagining the customer journey as a connected, intelligent, and human-centric experience.
At the heart of this transformation lies the contact center. As the logistics industry evolves, what role will contact centers play in shaping the future of customer interaction? What principles will define the next generation of these vital touchpoints?
AI augmentation: Balancing automation with the human touch
In a bustling contact center of the near future, Maya, a seasoned agent, works alongside her AI assistant, Ava. Ava helps to sort incoming queries, handle routine requests, and flag complex issues for human attention. When a complex case pops up with a delayed custom wedding order, Ava instantly compiles a clear summary of the customer’s history. Armed with this context, Maya picks up the call, listens empathetically, and offers a creative solution – a complimentary upgrade and expedited shipping. The customer is relieved and grateful. As the call ends, Ava automatically updates the CRM, sends a follow-up email, and logs the resolution.
Contact centers are where people and technology come together, and finding the right balance is key. There’s a lot of talk about AI and automation replacing human agents. But in reality, it’s not about one versus the other; it’s about combining the strengths of both.
Automation is great for handling high volumes of routine tasks like order tracking or delivery status updates. This frees up human agents to focus on more complex, emotional situations – like supply chain disruptions or custom orders – where empathy, creativity, and problem-solving really shine. This hybrid approach ensures that while AI handles routine tasks, human agents provide personalized support, creating a balanced and effective customer service strategy.
Omnichannel integration: Multiple channels, one journey
It’s 2030, and Jordan needs help with a delayed tech order. He starts by chatting with a virtual assistant on the company’s app during his morning commute. When the issue turns out to be more complex, the chatbot seamlessly offers to connect him to a human agent, without losing any context. Jordan accepts, and moments later, he’s speaking to a live agent. Later that day, he follows up via email, and the same agent replies, already up to speed. No repeating details, no starting over – just one smooth, connected experience across every channel.
Today’s customers don’t just stick to one channel; they move between live chat, email, social media, and tracking apps as their needs evolve. To meet them where they are, businesses need to offer a seamless, consistent experience across all platforms.
With a unified agent dashboard, teams can manage interactions from every channel in one place. That means no more jumping between systems, and no more lost context. Customers feel heard and understood, no matter how they reach out. Omnichannel integration doesn’t just improve operational efficiency – it drives better outcomes and deeper customer loyalty by ensuring smooth, consistent experiences at every step.
Robust networks: Rapid response and scalable service
Things are running smoothly at the contact center – until a sudden volcanic eruption disrupts air traffic across multiple regions. Within minutes, call volumes spike across continents. Thanks to a powerful cloud-based network, the system automatically scales up, rerouting traffic, looping in extra AI agents, and prioritizing urgent cases. Despite the chaos, customers receive fast, consistent support.
A fast, scalable digital service relies on a strong network backbone. Whether it's supporting AI-powered automation or delivering a seamless omnichannel experience, robust cloud infrastructure is non-negotiable.
With DHL operating in over 150 countries, every region must receive the same high-quality, responsive service. That’s why future-ready contact centers depend on networks that are not only fast but smart, using AI and machine learning to constantly optimize performance and security. A strong network doesn’t just support great service – it powers it.
Let’s connect the dots
At BT, we provide a secure and reliable foundation on which to build better experiences for your customers. Genesys Cloud contact center uses a full suite of omnichannel options, built-in employee experience, turnkey AI, and end-to-end journey management.
And our networks are built for the future. BT’s new Global Fabric network-as-a-service (NaaS) platform is designed for scale, speed, and resilience. It offers high switch bandwidth, seamless hybrid cloud connectivity, and enhanced security, empowering DHL to perform at its best, wherever it operates.
Visit the DHL Digital Hub to learn more about how BT can help DHL build future-ready contact centers.
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