Delivering a next generation contact center for GAP
Challenge
GAP’s current contact center was built on legacy technology that was facing end of life. Additionally, the absence of cross-platform integrations prevented agents from having a 360 degree view over a customer’s record and negatively impacted KPIs.
Solution
PwC put together a multi-release roadmap to implement a cutting edge contact center application using Salesforce Service Cloud:
- A centralized 360-degree view of customer details, orders, and activity history
- Omni-channel routing allows agents to work on cases from multiple channels including voice, email, web chat, and web forms.
- Computer Telephony Integration streamlines productivity by allowing agents to immediately see the detailed record of the calling customer.
- Centralized Knowledge Base allows agents to search, recommend, and attach articles to cases they are working on.
Results
Gap & PwC kicked off a multi-release project that will transform the current contact processes including online sales, customer support, store relations, social media, and customer research.
Follow us
Contact us
