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Edify 8 Enables Borders to Automate, Assist and Analyze CRM Contact
Edify Corporation announced that Borders Group Inc., has selected Edify's award-winning CRM software, Edify 8. Borders will be using Edify 8 to provide a high-volume multi-channel contact center environment enabling it to better communicate with and assist its customers.
"One of Borders' key customer service goals is to deliver consistent service across multiple customer touch points that builds brand equity and customer loyalty. We want to ensure that we leverage our existing infrastructure to achieve these goals," said Charlie Moore, director of customer service for Borders Group Inc. "After evaluating over a half-dozen vendors, we selected Edify because the Edify 8 platform best fit our needs for an integrated multi-channel solution for both Contact Center
"One of Borders' key customer service goals is to deliver consistent service across multiple customer touch points that builds brand equity and customer loyalty. We want to ensure that we leverage our existing infrastructure to achieve these goals," said Charlie Moore, director of customer service for Borders Group Inc. "After evaluating over a half-dozen vendors, we selected Edify because the Edify 8 platform best fit our needs for an integrated multi-channel solution for both Contact Center
and eService that can be tailored to meet our specific needs."
With more than 1240 global locations and more than 32,000 employees, Borders Group Inc. stands out as a leading retailer for books, music, videos and DVDs. As its customer base and consumer sophistication continue to grow, Borders Group needed to implement a CRM strategy that would readily integrate throughout its vast enterprise and provide forward-looking features that ensure its ability to efficiently keep pace with market requirements and customer preferences.
"Borders has established itself as a truly customer service focused organization," said Joseph Galloway, senior director of professional services at Edify. "Borders selected the Edify 8 platform to ensure its ability to provide "world-class" service and support for its customers with no bias for preferred contact channels. Now, whether their customers use Web, voice, email, phone or fax they will have a consistent high-quality interaction experience."
Edify 8 delivers a key competitive advantage by enabling organizations to greatly enhance the overall quality of customer service allowing them to maximize the financial return from every customer.
Leveraging its real-time automation capabilities, agent productivity tools and in-depth customer insights, businesses are able to use Edify 8 to migrate customers to lower cost self-service channels while providing seamless, intelligent escalation to assisted service.
Additionally, Edify delivers valuable insight into customer satisfaction, needs, and preferences providing a business-savvy answer to meeting enterprise customer service objectives.
With more than 1240 global locations and more than 32,000 employees, Borders Group Inc. stands out as a leading retailer for books, music, videos and DVDs. As its customer base and consumer sophistication continue to grow, Borders Group needed to implement a CRM strategy that would readily integrate throughout its vast enterprise and provide forward-looking features that ensure its ability to efficiently keep pace with market requirements and customer preferences.
"Borders has established itself as a truly customer service focused organization," said Joseph Galloway, senior director of professional services at Edify. "Borders selected the Edify 8 platform to ensure its ability to provide "world-class" service and support for its customers with no bias for preferred contact channels. Now, whether their customers use Web, voice, email, phone or fax they will have a consistent high-quality interaction experience."
Edify 8 delivers a key competitive advantage by enabling organizations to greatly enhance the overall quality of customer service allowing them to maximize the financial return from every customer.
Leveraging its real-time automation capabilities, agent productivity tools and in-depth customer insights, businesses are able to use Edify 8 to migrate customers to lower cost self-service channels while providing seamless, intelligent escalation to assisted service.
Additionally, Edify delivers valuable insight into customer satisfaction, needs, and preferences providing a business-savvy answer to meeting enterprise customer service objectives.
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