Business software services company, Sword Ciboodle, and IT solutions provider, Dimension Data, have jointly implemented a pan-European contact centre solution for Sony Europes Consumer Electronics division The solution for Sony Europe is based on Sword Ciboodles award-winning, process-driven CRM software. It has been rolled out to Sony operations in all European countries and manages customer interactions across phone, email, white mail, fax and web contacts. Additionally it offers multi-channel support for contact history, case management, reporting, KPI management, outbound call back, and multiple languages. Sword Ciboodles centralised architecture provides the end-user with a 360-degree view of customer information, and a consistent, accurate view of Sony products. Stephane Lissillour, general manager contact centres, Sony Europe commented: We knew that we needed a solution that would help us strengthen our European Customer Support Activities by providing in one hand a strong, central and standard platform, and in the other hand a tool flexible enough to adapt to the local specificities we have across Europe. Dimension Data and Sword Ciboodle demonstrated that they could deliver the best solution, and our choice has been vindicated by the strategic benefits we are now realising within consumer electronics. Read more news articles from Customer Strategy ]]]]> |