Capgemini, one of the foremost providers of technology and outsourcing services, announces its first deployment of Google AppsT at its new Customer Care & Intelligence (CC&I) center in Junction City, KS. Capgemini, on 10th September 2007, declared that it is entering into a partnership with Google to offer services that support the adoption of Google AppsT premiere Edition by large-scale businesses.
Around 165 agents at the Junction City contact center have been provided training so that they learn to use Google Apps Premiere Edition, which includes GmailT, Google DocsT, Google TalkT, Google CalendarT and Start Page. Google Apps provides powerful association and communication applications for US$50 per user yearly.
Robert (Robbie) Brillhart, Global Practice Lead, Capgemini Customer Care & Intelligence said, "With Google Apps now customized to the specific requirements of the contact center environment, it provides our agents with the tools they need to deliver the highest levels of customer care on behalf of our clients." He further said that since the deployment of Google Apps was simple and quick, it has resulted in cost and time savings.
The Junction City center will play a major role in the delivery of CC&I solution of Capgemini. It is a part of the Business Process Outsourcing (BPO) portfolio of the company. Using Google Apps, the supervisors are able to be more practical in meeting the requirement of the customer. At present, the supervisors and agents are making use of the common features of Google Apps to set off a Customer Relationship Management (CRM) system. Using Google Talk, agents can immediately send messages to a supervisor for help with unique call scenarios. By using Google Docs, agents can also record the major details of any topic encountered during a client interaction.
Brillhart said, "With Google Apps you know exactly who is touching the document, who is changing it, and what they have changed at all times." Junction City is part of the Capgemini BPO Rightshore® global delivery network. It encompasses over 6,000 full time BPO employees covering 33 languages and delivering services via a balanced mix up of onshore, offshore and near shore centers.
