For the last five years The Entertainer has delivered a high level of customer service via its website through Transversal’s Prescience Self-Service Adviser. With an expanding website offering and over 120 retail stores stocking thousands of products, and with Christmas coming, they recently recognized the need for agents in their contact centre to provide an equally high level of customer service. It was clear that their contact centre agents needed to find more accurate information faster through a single and consistent source of knowledge, so they have deployed Transversal's Prescience Contact-Centre Adviser.

With SAP Hybris Cloud for Customer (C4C) already deployed in their contact centre, it was vital Transversal’s Prescience platform integrated seamlessly. The Entertainer was able to take advantage of a solution developed by Transversal and its technology partner De Villiers Walton (DVW) which combines Transversal’s Prescience™ powered knowledgebase with real-time contextual C4C data to maximize contact centre productivity. This pairing of Transversal's best-of-breed knowledge solution with SAP Hybris C4C is providing The Entertainer with:

• A centralized knowledgebase: Integrated into the SAP cloud framework to allow agents to access relevant knowledge directly from within the C4C Ticket user interface.
• More efficient call handling: Real-time contextual information that automates and reduces the time taken for agents to reach the correct answer – freeing them up for more complex queries.
• First contact closure: Information, from all departments, available at the click of a button allows for quicker problem resolution and ensures calls are not escalated unnecessarily.

“Companies are feeling the pressure to cut costs and improve efficiencies whilst continuing to provide the best service possible, but having to manage a variety of different systems and solutions can make achieving this a real challenge,” said Darron Walton, Managing Director at DVW, recently. “Operations in a typical contact centre are no different. We partnered with Transversal to simplify the management process for our customers; offering them a centralized knowledgebase, embedded in their existing SAP infrastructure, that will improve contact centre efficiency”.

“It’s a natural evolution for many organizations. They adopt Prescience Self-Service Adviser for web self-service, see the extraordinary improvements it makes to the customer, and go onto deploy Prescience Contact-Centre Adviser” said Stephen Sinclair, Director of Sales, Web and Contact Centre at Transversal.

“Peak times are incredibly challenging for our agents, especially at Christmas when the race is on for people to buy trending toys", said Steve Shepherd, Head of Operations and Customer Service at The Entertainer. "Our training times for agents have decreased significantly, we have improved our consistency of information and it’s so easily accessed. Agents have information at their fingertips”.

“We have a record of customer interaction now which helps us enormously with insight into the customer’s journey”, said Sally Jackson, Contact Centre Manager, The Entertainer.