Last week, following an investment of £1million, BT officially opened a brand new state-of-the-art Network Operations Centre, a secure 24/7 operation where BT proactively manages its customers’ networks.

The centre pre-empts and manages customers’ critical communications networks, identifying and resolving network issues before they become business impacting problems, allowing customers to get on with what they do best – running their organisations and businesses.

To drive an enhanced customer service experience, BT took the decision to use its considerable internal capability and expertise and brought in-house this important business service, previously carried out by a third party.

Following an internal procurement competition, BT invited several of its regions across the UK to compete and Northern Ireland was chosen to be the Centre of Excellence.

A team of over 100 highly skilled IT professionals now operate in a secure environment to manage customers’ often complex network needs; everything from solution design and delivery to project management and proactive in-life management.

Those customers are from both the public and private sectors here in Northern Ireland, across the rest of the UK and globally, some with a global reach into over 50 countries – and they are all ably served from the new centre in the heart of Belfast.

Paul Murnaghan, Regional Director, BT Business in NI says: “This Centre of Excellence marks a further and significant investment by BT in Northern Ireland.

“With more than 3,000 employees throughout Northern Ireland working across several divisions, I’m very proud that BT continues to demonstrate that this is a great region to invest in.

“Belfast was specifically chosen to host the Centre of Excellence as the local team has proven experience in network management and has been recognised for its excellence in this specialism.”

Valerie Wilson, Head of Managed Services, BT Business says:

“We have worked hard to achieve many industry recognised IT quality awards including ISO 27001, ISO/IEC 20000-1, ISO 9001, ISO 22301 and we’re audited nearly fifty times a year across our range of certifications to ensure the highest of standards are maintained.”

The high standards are delivered by the team of world class IT specialists with the right blend of experience and youth.

Twenty new IT experts were recently recruited into roles such as networking skills, service relationship management and change management to help to deliver the service that operates 24 x 7 – 365 days a year.

“BT is a great place to work which helps us to attract the best and brightest candidates,” says Valerie.

“We ensure our teams are engaged and highly motivated – that means exciting IT specialists with leading edge technology and the training to use it, as well as establishing career paths that the business actively supports each candidate through.

In an industry where trust is vital – BT’s low staff turnover is excellent news for both the company and its valued customers.

“It is a world class facility, with world class technical capabilities that is run and managed by world class IT specialists. It now enables local, UK and global customers across the public and private sectors to secure their next generation network services that will underpin business growth and economic performance.

Paul concludes: “BT’s investment ensures our customers’ current and future needs can be served locally to deliver a best-in-class service. It is a one-stop shop in terms of the network expertise and demonstrates BT’s continued commitment to Northern Ireland and our commitment to our customers to ensure their needs are at the forefront now and in the future.”

Written by: Paul Murnaghan, Regional Director, BT Business in Northern Ireland

Source: Belfast Telegraph

Interesting Links:

Post Views: 1116
Customer Experience