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Information Technology News Capgemini claims big gains from first Google Apps deployment
Information Technology News Capgemini claims big gains from first Google Apps deployment | Capgemini claims big gains from first Google Apps deployment |
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| by Stuart Corner | |
| Thursday, 15 November 2007 | |
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"With Google Apps now customised to the specific requirements of the contact centre environment, it provides our agents with the tools they need to deliver the highest levels of customer care on behalf of our clients," said Robert Brillhart, global practice lead, Capgemini Customer Care & Intelligence. He added: "The deployment of Google Apps was fast and easy which has already resulted in time and cost savings." Capgemini says that agents are using the collaborative features of Google Apps to complement a CRM system. "They can send e-mail, submit reports, and create spreadsheets focused on answering questions as well as share information related to customer issues. Using Google Talk, agents can send instant messages to a supervisor for assistance with unique call scenarios." Brillhart added: "With the information now available in real-time, agents no longer have to end the call, seek out the answers, and return the customer's call. Agents also use Google Docs to record notes and key details of any issue encountered during a customer interaction as well as create other reports to share internally outside of the CRM application." Capgemini says the deployment of Google Apps has also streamlined the IT processes in the Junction City centre, resulting in time savings and reducing the demand for IT resources. "The open, collaborative structure of Google Apps puts the power to distribute and control access to documents in the hands of the users, eliminating the need for IT to create, maintain, and support e-mail servers and file share servers. With Google Apps you know exactly who is touching the document, who is changing it, and what they have changed at all times," said Brillhart. {moscomment}
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