Case Study: Swarvoski Improved Agent Efficiency With AnywhereNow

Challenges

Swarovski needed a contact centre solution that could integrate seamlessly with its existing digital environment and enhance its customer service capabilities without adding complexity or disruption.

The company faced challenges in maintaining efficient communication across its global operations and sought to modernize its customer service infrastructure.

Solution

By partnering with AnywhereNow, Swarovski was able to integrate the platform with its existing ServiceNow solution, allowing agents to trigger calls directly from the user interface and access all relevant data.

This close integration minimized disruption and complexity, ensuring a smooth transition for agents already using several tools in their roles.

In October 2023, Swarovski made the strategic decision to migrate its entire digital environment to the cloud, with all services now operating via SaaS solutions.

This migration marked a major milestone, enabling the company to leverage cutting-edge technology while maintaining its existing investments.

The partnership with AnywhereNow is set to evolve further with the addition of AI capabilities, including call summaries, sentiment analysis, and agent assist, which will enhance efficiency and customer service.

Results

• Seamless integration with ServiceNow, allowing agents to trigger calls and access data directly from the user interface
• Migration to a cloud-first communication environment, enabling the use of SaaS solutions
• Enhanced customer service capabilities with the addition of AI features such as call summaries, sentiment analysis, and agent assist
• Improved agent efficiency and reduced complexity in communication processes

The Future

Swarovski is excited about the next stage of its partnership with AnywhereNow, where AI will play a crucial role in further enhancing customer service.

The company plans to explore the full potential of AI capabilities to make processes easier for call centre agents and improve overall customer satisfaction.

Since 2019, Swarovski has been rolling out various collaboration features, with Microsoft Teams now serving as the standard collaboration and communication tool.

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This post has been re-published by kind permission of AnywhereNow - view the original article.

Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.

Reviewed by: Robyn Coppell