Vodafone Netherlands Goes Live With Ciboodle


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Graham Technology aims for a customer service revolution

Graham Technology, a provider of customer-oriented business software and services, today announced that Vodafone Netherlands has deployed its ciboodle customer interaction platform. This is the largest deployment of ciboodle so far, and it paves the way for a customer service revolution at the mobile phone company.

Vodafone Libertel B.V. is one of the largest mobile communications companies in the Netherlands and is part of the worldwide Vodafone Group, the world’s leading communications company for mobile telephony. Already a customer of Graham Technology’s business process software since 1998, Vodafone Netherlands elected to make the leap to ciboodle in order to help improve the company’s ability to deliver excellent customer service. Vodafone Netherlands is now using ciboodle in handling calls 24/7 from an active customer base of 3.9 million customers.

“The existing platform didn’t fully complement our new approach to customer service, so we decided to implement Graham Technology’s latest state of the art ciboodle platform,” said Peter Doveren, Director Customer Management at Vodafone Netherlands. “We are currently working with Graham Technology to finalise the implementation and thus secure a hassle-free service that will allow us to take our customer service levels to new heights.”

Vodafone’s contact centre is improving its “360 degree” view of its customers, with fully integrated case and contact histories, giving contact centre agents an unparalleled level of access to customer information and improving their ability to serve. The deployment of ciboodle is a logical step in this process and, once fully implemented, will offer agents an improved user interface, with a unique and intuitive environment for handling customer interactions.

“We are delighted to have Vodafone Netherlands as a ciboodle customer, and are looking forward to helping the company realise its customer service goals,” said Brian Donn, Managing Director, Graham Technology Benelux. “Vodafone is a globally recognised company, and this deployment is further proof that Graham Technology specialises in delivering world class solutions to world class companies.”

The range of functions ciboodle offers, includes:
· Number porting
· Call and/or SMS barring
· Prepaid top-up
· SMS history
· Call diversion
· Change SIM card
· Access to voicemail
· GPRS administration

About Graham Technology
Graham Technology specialises in contact centre software and services. Since 1986, Graham Technology has worked with blue-chip organisations striving for operational excellence and who, in partnership with Graham Technology, have realised exceptional return on investment.

Headquartered in Scotland, Graham Technology has seven global offices, supporting a worldwide customer base. With its flagship customer interaction software, ciboodle, the company has become recognised as one of the most visionary CRM solution providers in the world. www.grahamtechnology.com

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