Technology Innovations Award
17. August 2010
Two of Cirqents customers, Betfair (UK) and HUK Coburg (Germany) won Technology Innovations awards at the 2010 Genesys G-Force Conference in Amsterdam. More than 200 proposals were put forward for the Award, which had 5 excellent winners:
Betfair - Europe's largest on-line betting company, was selected for its innovative use of reporting and analytics that delivers a single view of the customer and their complete interaction history across phone, web, e-mail and web chat channels. This innovation helps Betfair to deliver personalized, segmented 24/7 service across 19 languages delivered from the UK and Malta; supporting key strategic initiatives such as customer welcome, acquisition, retention and win back. The customer intelligence is also used to monitor customer satisfaction and NPS, which form part of the core business objectives. Delivering a considerable increase to customer contact management, without increasing agent headcount.
HUK Coburg - one of Germany's largest Insurance companies was selected because of its innovative approach to intelligent workload distribution (iWD) across its seven contact centre locations, all customer interactions including letters, faxes, voice calls and e-mails are integrated and distributed equitably to the best available resource. This enhanced operational efficiency and interaction transparency has resulted in significant improvements to productivity, task resolution times and the customer experience.
