Office Depot, a business services and suppliers specialist, has collaborated with RightNow, a customer experience management service provider, to optimise its contact centre operation and improve the customer experience through all contact channels.
The partnership with RightNow is part of a project to create a Europe-wide virtual contact centre serving Benelux DACH, Spain, Italy, UK, and Ireland, and is designed to drive efficiencies and improve responsiveness to customers.
Office Depot will use RightNow CX to manage interactions across its customer phone calls, emails and faxes, giving contact centre agents a single view of each customer’s interaction history, said the company.
In addition, Office Depot plans to introduce RightNow Chat, which will offer customers real-time access to service agents, on every checkout page, to assist with any final questions prior to completing a purchase, so reducing abandonment rates.
Office Depot Europe telesales and contact centre senior manager Alexander Jaross said previously, they used Outlook to handle emails and a number of disparate systems to handle other customer contacts.
"The use of multiple systems that were disconnected was frustrating for both customer and agent. Customers did not receive a consistent experience across each channel," Jaross said.
"RightNow will support our goal to centralise customer channels, giving agents a single view of all contacts and allowing them to blend channels for example dealing with email and the phone calls at the same time."
The company said that the deployment will also support the virtualisation of the regional and European contact centres, with the routing of interactions handled by Transera and management of customer interaction history provided by RightNow.
