Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

EXECUTIVE MEMBER
Ikhwal Sidiq
Assistant Manager Trade and Remittance Services
408
MEMBER
Andres Barrios
Cloud Campus Regional Director
2
MEMBER
Thamer Noori
Director of Industrial Security and Safety Dept.
13
MEMBER
David Chacon
Global Growth & New Operating Models Director
50
MEMBER
Jason Taylor
Officer of County 311 Services
0

Case Studies : Sony Computer Entertainment Australia

Sony Computer Entertainment Australia (SCEA) anticipated increased customer support demands for the arrival of their next-generation gaming platforms, PlayStation® Portable and PlayStation® 3.


SCEA made the decision to seek an outsource partner that could deliver end-to-end customer interaction management and consolidate their two outsourced services (Gaming & Help Desk Support and Repair & Exchanges) into one.

After analysing their service processes and technologies, and defining the service requirements, SCEA released a tender. After a rigorous selection process, Stellar Call Centres was selected to deliver a consolidated, end-to-end solution.

The Challenge
The arrival of two new gaming platforms (PlayStation® Portable and PlayStation® 3) outstretched SCEA's existing service support and repair functions. In addition, two different outsourcing suppliers were managing separate parts of the service.

SCEA needed an outsource partner that could consolidate the two services together with minimal impact to the customer experience. They also needed to implement a customer support and service system that enabled a higher degree of self-service, and supported the next-generation gaming platforms' new capabilities and associated user needs.

"Initiating a self-service application in many cases pushes the cost away from taking the inquiry at the call centre. Many customers just want to find the information they need fast and fix problems themselves" said John Wilson (Service & Support Manager, SCEA). "As the console becomes more powerful, supporting it becomes more complicated, so a solution to reduce duplication, complexity and waste is essential. The next-generation PlayStation® and the PlayStation® Portable needed a base to service the more technical console platform."

The Solution
Stellar Call Centres developed a structured project management plan detailing the transfer of all required skills and knowledge from the two previous suppliers, and the design, implementation and launch of the consolidated service solution. Staff were recruited and trained to meet the unique requirements of the service.

Genesys contact centre software and FrontRange Solutions' Heat Service Desk suite of technologies (including Heat Plus Knowledge and Heat Self Service) were selected and customised to suit SCEA's business requirements. The solution provides a consolidated and intelligent back-end database, linking activity at the call centre, the PlayStation® website and PlayStation®2 Network Entertainment (online gaming).

Stellar Call Centres implemented a fully blended and multi-skilled environment to manage all inbound and outbound customer interactions (including phone, web and self-service channels).

The end-to-end solution includes:

  • Help desk and after-sales support across two countries

  • Website forum moderation and management

  • Promotion of new products and services across multiple communication channels including web, voice and email

  • Management of online self-serve channels

  • Benchmarking surveys and competitor intelligence research

  • Customer and web user satisfaction surveys

  • Detailed reporting and service analysis to identify call minimisation strategies, first call resolution enablers and continuous process improvement initiatives.

Stellar Call Centres worked closely with SCEA to develop a strategic roadmap to guide future solution developments and improvements. The plan gives SCEA a long-term strategic view of what, when and how their solution will be developed, as well as providing flexibility to meet future customer demands.

"Excellence in customer service is an integral part of the PlayStation® experience" said Michael Ephraim (Managing Director, SCEA). "Our partnership with Stellar Call Centres ensures we provide a consistent and impeccable level of 'intelligent' customer service, regardless of whether a customer is contacting us while playing a game online, ringing our phone line, sending us an email or interacting on our local web forums"

The Results
As a result of the partnership with Stellar Call Centres, SCEA is fully equipped to support the needs of its PlayStation® customer base, both now and into the future.

Combining the Heat Service Desk suite with the PlayStation® website member database gives SCEA a deeper insight into their registered customers.

Customers benefit from enhanced self-service channels and web support, including the ability to log any equipment issues online and receive automatic status updates via email. This in turn benefits SCEA by reducing the number of follow-up enquiries to the call centre. Customers also benefit from extended opening hours including weekends.

Stellar Call Centres implemented a Knowledge Management system, where all product and process information is stored online for agents to access. This assists in training and development, and ensures that customers receive consistent and correct information. Standard email responses to common enquiries and frequently asked questions are also stored to improve efficiency and remove duplication of effort.

To support SCEA's marketing activities, product launches and build a close connection with the PlayStation® gaming community, Stellar Call Centres manages the PlayStation® website's forums and monitors content to ensure it is appropriate. Forum moderation has been found to be an effective channel for promoting upcoming events and building closer relationships with users.

Stellar Call Centres further supports SCEA's online presence by managing and interacting with the PlayStation® gaming community through online gaming support. The agents, who are known as "Angels" online, are responsible for monitoring activity that occurs on all online games and ensuring there is a SCEA presence at all peak times. They also help promote SCEA online gaming through events such as "Fun Anyone Nights" and competitions between the gaming community and the Angels.

Nic Foster (Regional Director, Finance & Operations, SCEA) stated "Our relationship with Stellar Call Centres ensures we have the necessary infrastructure to support the new range of software and hardware coming from PlayStation® in the near future."


About Call Yachol (CY):
A company providing contact center outsourcing in Israel that employs people with disabilites.Company Profile Page

Today's Tip of the Day - Utilize Time & Money Saving Tools

Read today's tip or listen to it on podcast.

Published: Friday, December 8, 2006

Printer Friendly Version Printer friendly version

2024 Buyers Guide Help Desk Software

 
1.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

2.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

3.) 
LiveAgent

LiveAgent Help Desk
LiveAgent is a cloud-based Help Desk Software with over 195+ compatible integrations. Streamline all customer communication channels and manage them from a single shared company inbox. Enjoy social media integration, unlimited ticket history, call recordings, hybrid ticket streams, and more. Companies like BMW, Yamaha, Huawei, Orange, or Forbesfone use LiveAgent to deliver customer wow to 150M end-users worldwide.

4.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

5.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 

About us - in 60 seconds!

Join Our Team

Industry Champion Award Leaderboard

Most active award (top 10) entrants in the past 48 hours! - Vote for Others / About Program
Submit Event

Upcoming Events

The 19th AMERICAS Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 31813 
Showing 1 - 1 of 3 items

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =