As the onmi-channel customer experience continues to become a reality, the edge between traditional media outlets and innovative cloud-based services continue to blur. The momentum is building, and software developers like Vlocity are increasingly leaping at the chance to pioneer new platforms that can streamline the customer experience across multiple channels and digital devices. And in response, companies such as Sky Italia are welcoming the burgeoning partnerships that are beginning to arise.
The reasons are simple. Consumers are demanding multi-channel customer experiences that are available whenever and wherever they are. Which is why Sky Italia, Italy’s leading pay TV provider, has chosen Vlocity to provide numerous industry applications through the Salesforce1 Platform. Now over 4.7 million Sky Italia households will gain access to upgraded customer experiences through various new self-service options and contact center channels.
"Sky Italia is an industry leader and innovator, committed to delivering compelling pay TV content to consumers at home and on the go," said David Schmaier, Vlocity CEO. "Building on the Salesforce1 Platform, we're helping Sky Italia deliver a more consistent and satisfying omni-channel service experience with greater agility and at a lower cost of ownership than with its legacy, on-premise CRM applications."
Vlocity, a leading cloud-based CRM software and communications company, announced at Mobile World Congress that it will begin managing over 5,000 B2C contact center employees to handle Sky Italia’s more than 30 million annual customer interactions. As the only cloud-based solution that functions exclusively across the Salesforce1 Platform, Vlocity also corresponds to TM Forum industry standards and operates through pre-existing APIs and web services.
"Sky has always pursued cutting-edge technology to provide our customers the best possible TV viewing experience," said Sky Italia Chief Technology Officer Umberto Angelucci. "By standardizing on Vlocity and Salesforce, we now use best-in-class, industry-specific cloud applications to engage our customers in new ways that enhance the customer experience, loyalty and profitability."
The powerful new trio that includes Sky Italia, Vlocity, and Salesforce will offer customers a wide range of innovative solutions. Customer service agents will now have access to complete profiles that include a customer’s active services, billing, and history. Sky Italia also expects the high tech platform to drastically increase customer service response times and reduce the duration of average customer calls. The new software will also help Sky Italia streamline data transfers and storage, while also seamlessly integrating with its existing CRM, BSS, and OSS systems.
"We're excited to work with Vlocity to deliver customer success at Sky Italia," said Miguel Milano, President of EMEA Salesforce. "Together, we're helping Italy's pay TV leader deliver world class customer service through any channel and on any device."