Software and services firm Graham Technology, which is headquartered in Scotland and has offices in Galway, has made a deal with Vodafone Netherlands to use its customer interaction platform Ciboodle for services including SMS history and SIM card changes.
This deal marks the largest deployment of the Ciboodle platform to date as Vodafone Netherlands is now using Ciboodle to handle calls around the clock from a customer base of 3.9 million subscribers.
“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 of 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.”
Ciboodle’s technology will form part of Vodafone’s ‘360 degree’ view of customers that will give both customers and contact centre agents greater access to customer case history.
The software company also offers a wide range of services including number porting, call and SMS barring, prepaid top-up and GPRS administration.
Ciboodle has been on the Irish market for the last year and provides multi-channel capability for contact centres in a range of sectors including telecoms, financial services, utility and retail.
“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,” said Brian Donn, managing director, Graham Technology Benelux.
By Marie Boran
