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Call Center Solutions Featured Article
Percall Growth Significant Thanks to App-Line Sibilo Contact Center Solution
November 18, 2008
Microsoft, Sun Microsystems, PTC and Surcouf have something substantial in common – each company relies on the Sibilo Contact Center as the foundation of their technical support.
The Sibilo Contact Center solution and its ACD Smart Router were selected five years ago by Percall for its first technical support dedicated to PTC. Since that time, the Sibilo solution has been contributing to the growth of Percall as the solution is integrated in each B2B and B2C Technical Support of all Percall customers, including Sun Microsystems, Microsoft (News - Alert), Surcouf, etc.
App-line specializes in contact center software and its Sibilo Contact Center solution has allowed it to operate as the Percall Technical Support partner. This partnership has been demonstrated since 2003 on B2B sites in Rabat, Morocco, and Aurillac, France.
According to Lothar Wiegratz, Percall Business Unit Director, App-line (News - Alert) is a company that positions itself as being in line with market needs to ensure it is close to its customers. The company’s Sibilo solution is in constant evolution to ensure that it matches perfectly with mission critical activity such as certified ISO9001 multilingual Technical Support that requires an extreme level of quality and reliability.
The Sibilo Contact Center solution and its ACD Smart Router were selected five years ago by Percall for its first technical support dedicated to PTC. Since that time, the Sibilo solution has been contributing to the growth of Percall as the solution is integrated in each B2B and B2C Technical Support of all Percall customers, including Sun Microsystems, Microsoft (News - Alert), Surcouf, etc.
App-line specializes in contact center software and its Sibilo Contact Center solution has allowed it to operate as the Percall Technical Support partner. This partnership has been demonstrated since 2003 on B2B sites in Rabat, Morocco, and Aurillac, France.
According to Lothar Wiegratz, Percall Business Unit Director, App-line (News - Alert) is a company that positions itself as being in line with market needs to ensure it is close to its customers. The company’s Sibilo solution is in constant evolution to ensure that it matches perfectly with mission critical activity such as certified ISO9001 multilingual Technical Support that requires an extreme level of quality and reliability.
The Technical Support of Percall is growing by as much as 25 percent every year. This growth is in large part due to the company’s quality of service and its ability to quickly recruit high level and multilingual engineers.
Said Wiegratz in a company statement: “The satisfaction surveys (common in our business), are made by a neutral company. With rates of satisfaction from 85% to 95%, surveys show continually a state of mind which resonates in everyone concerned and at all levels of our activity. The Percall human treasure supported by a powerful solution, in the state of art of the market, helps us to win call for tenders from prestigious companies.”
The Sibilo Contact Center offers certain technological advantages, including the powerful ACD Router which allows calls to be routed to engineers according to their technical and linguistical abilities. In addition, the App-line team is readily available for help and other support.
The solution also offers “Coach Call” which allows supervisors to listen in to calls to offer training and guidance to agents. The Statistics module produces multiple automated reports for managers and has been customized to fit the needs required by a Technical Support activity and the ISO9001 certification.
For each technical support developed by Percall, the implementation of the solution is completed within a few days. Training is done through traditional courses at a distance and by training the trainers who will disseminate the course to the whole team.
The Sibilo Contact Center offers certain technological advantages, including the powerful ACD Router which allows calls to be routed to engineers according to their technical and linguistical abilities. In addition, the App-line team is readily available for help and other support.
The solution also offers “Coach Call” which allows supervisors to listen in to calls to offer training and guidance to agents. The Statistics module produces multiple automated reports for managers and has been customized to fit the needs required by a Technical Support activity and the ISO9001 certification.
For each technical support developed by Percall, the implementation of the solution is completed within a few days. Training is done through traditional courses at a distance and by training the trainers who will disseminate the course to the whole team.
“If for Percall, PTC represents its first Technical Support, for App-line, Percall is the first implementation of Sibilo Contact Center” said Jehan Coquebert de Neuville, VP Strategic Business of App-line, in the company statement.
“Five years have passed, and it is interesting to compare the evolution of both companies: Percall has become the major reference in the field of multilingual technical support, and App-line, a growing reference in the field of professional contact center solutions. The common point between Percall and App-line? Both have the taken the way of Excellence.”
Proper technical support within an organization is essential as it is often the key point of interaction between the company and its customers. App-line has created significant benefits with its Sibilo Contact Center solution, helping Percall to grow its operations within France and extending the value of support through major market players. Such an approach ensures strong market positioning and extended reach to maximize opportunities.
Proper technical support within an organization is essential as it is often the key point of interaction between the company and its customers. App-line has created significant benefits with its Sibilo Contact Center solution, helping Percall to grow its operations within France and extending the value of support through major market players. Such an approach ensures strong market positioning and extended reach to maximize opportunities.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan's articles, please visit her columnist page.
Edited by Jessica Kostek
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