Capgemini Introduces Enhanced Customer Care & Intelligence Solution as Part of BPO Portfolio.- Rethinks Customer Care from the Outside In to Deliver More Business Value - PARIS Paris, in Greek mythology Paris or Alexander, in Greek mythology, son of Priam and Hecuba and brother of Hector. Because it was prophesied that he would cause the destruction of Troy, Paris was abandoned on Mt. -- Capgemini, one of the world's foremost providers of Consulting, Technology and Outsourcing services, today announced enhancements to its Customer Care & Intelligence (CC&I) solution, now a standalone stand·a·lone adj. Self-contained and usually independently operating: a standalone computer terminal. offering within the company's Business Process Outsourcing Business process outsourcing (BPO) is the contracting of a specific business task, such as payroll, to a third-party service provider. Usually, BPO is implemented as a cost-saving measure for tasks that a company requires but does not depend upon to maintain its position in (BPO BPO Business Process Outsourcing BPO Benevolent & Protective Order (of Elks of the USA) BPO Benzoyl Peroxide BPO Business Process Optimization BPO Broker Price Opinions BPO Buffalo Philharmonic Orchestra ) portfolio. Unlike the high-volume, commodity customer care providers, Capgemini's outside in approach looks beyond contact center metrics metrics Managed care A popular term for standards by which the quality of a product, service, or outcome of a particular form of Pt management is evaluated. See TQM. to align operations with specific business objectives to deliver optimized customer care. Capgemini differentiates itself from other BPO providers by applying analytics and business intelligence processes and methodologies to specialty, complex queues. Using this approach, combined with deep vertical market experience in the energy/utilities and telecommunications markets, Capgemini provides clients with Business Insight. Consequently, contact center operations can shift from being reactive, focused on defect management (1) The elimination of bugs in software and flaws in hardware. Defect management is part of a software or hardware development project. (2) The prevention of data errors in a storage medium by invalidating bad sectors. , to being proactive, focused on value. As a result, the unique combination of Capgemini's Outside In approach and Business Insight delivers operational excellence for contact centers while supporting top line growth for the business they support through process, pricing, product or service change. "Capgemini uniquely marries customer care expertise with deep vertical market experience," said Robbie Brillhart, Global Practice Lead, CC&I, Capgemini BPO Services. "As one of the world's largest consulting, outsourcing and technology firms, we bring a tighter focus and broader range of expertise to the customer care business compared to the high volume, low cost, commodity players. By rethinking customer care from the outside in and delivering Business Insight, we can increase the business value that customer care operations deliver." "Buyers are more receptive to smaller engagements that have the capacity to grow with their needs," said Matthew Goldman at industry analyst firm Gartner. "This approach allows a risk-averse buyer to sample the service before investing too heavily. This way, buyers can test their ability to manage an outsourced relationship, their customers' reaction to the outsourced service and the provider's performance. If a provider demonstrates positive business outcome, buyers are more likely to seek more CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. (Customer Relationship Management) BPO services and possibly expand into other BPO services, such as finance and accounting or HR (Human Resources The fancy word for "people." The human resources department within an organization, years ago known as the "personnel department," manages the administrative aspects of the employees. )." (1) Capgemini's CC&I offering is part of its BPO solutions portfolio which spans services for Finance & Accounting (F&A), Procurement, Assurance Management (Sarbanes-Oxley compliance), and Knowledge Process Outsourcing Knowledge process outsourcing (KPO) is a form of outsourcing, including legal process outsourcing. These are both high-value-added forms of business process outsourcing (BPO). . Within its CC&I offering, services include Contact Center Transformation, Operations Business Intelligence, and Advanced Technology Development & Deployment. Capgemini currently has more than 2,000 dedicated customer care agents operating from contact centers located in Dallas, Palestine, Waco, and Victoria, Texas; Montreal, Canada; Guatemala City Guatemala City City (pop., 1994: city, 823,301; 1999 est.: metro area, 3,119,000), capital of Guatemala. The largest city in Central America, it lies in the central highlands at an elevation of about 4,900 ft (1,490 m). , Guatemala; and Manila, Philippines. The company plans to open an additional 600-seat center in Junction City, Kansas Junction City is a city in Geary County, Kansas, United States. The population was 18,886 at the 2000 census. It is the county seat of Geary CountyGR6. Fort Riley, a major U.S. Army post, is nearby. later this month. This center will be part of the Capgemini BPO Rightshore([R]) global delivery network, which encompasses more than 6,000 full time BPO employees covering 33 languages and delivering services through a balanced mix of onshore, near shore, and offshore centers. To maximize consistency, productivity and customer care from this network of center-based and work-at-home agents, the company's leading edge technology and skills-based model intelligently routes calls to the best-qualified representative. Due to its outsourcing, technology and consulting heritage, Capgemini is able to differentiate itself in the CC&I marketplace through its ability to manage a multi-sourcing/multi-vendor customer care strategy in a command and control environment. "Capgemini can either take on the client's entire customer care operation or it can take the command and control approach where we roll out best practices and improvement across a network with multiple vendors," Brillhart said. "Capgemini can offer clients more flexibility when choosing a CC&I solution because we have the technology, skills, methodology and delivery network to support it." "Capgemini's Customer Care & Intelligence solution is a critical part of our strategy to bring new and enhanced BPO services to global markets," said David Poole David Poole may refer to:
named after North America. North American blastomycosis see North American blastomycosis. North American cattle tick see boophilusannulatus. Leader, Capgemini BPO Services. "To ensure success, we have created a dedicated, experienced leadership and operational team and we are expanding our delivery network as more clients see the value in our new approach to CC&I." About Capgemini Capgemini, one of the world's foremost providers of Consulting, Technology and Outsourcing services, enables its clients to transform and perform through technologies. Capgemini provides its clients with insights and capabilities that boost their freedom to achieve superior results through a unique way of working, which it calls the Collaborative Business Experience. Capgemini reported 2006 global revenues of EUR EUR In currencies, this is the abbreviation for the Euro. Notes: The currency market, also known as the Foreign Exchange market, is the largest financial market in the world, with a daily average volume of over US $1 trillion. 7.7 billion (approx. US$10 billion) and employs more than 80,000 people worldwide. More information is available at www.us.capgemini.com. 1 Dataquest Insight: Competitive Landscape Analysis, CRM BPO Providers, Worldwide, 2007, Matthew Goldman, Gartner, July 3, 2007 |
|
||||||||||||||||
Printer friendly
Cite/link
Email
Feedback
Reader Opinion