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BLUE OCEAN CONTACT CENTERS WINS
AWARD FOR TECHNOLOGY INNOVATION
Blue Ocean Contact Centers has been awarded the bronze medal for Best Internal Technology Innovation at the 2009 Contact Center World: Americas Conference. Solutions were judged on criteria such as process improvements, enhanced service and business performance, implementation, and return on investment. Award winners were announced at a prestigious gala event during the conference which was held in Toronto, Ontario.
This solution was Blue Ocean’s TCCS (Tourism Customer Contact System) designed by the company’s technology team to support one of their primary clients, The Province of Nova Scotia. The system provides integrated software for making reservations through the Province's central reservation call centre (operated by Blue Ocean), Visitor Information Centres, or through the website. It also provides sophisticated management capabilities for tourism information, property, customer data, and reduces inefficiencies, duplications, and inaccuracies in content.
“We won the contract to develop a superior customer relationship management tool which would facilitate the consolidation and centralization of multiple databases,” says Andrew O’Brien, SVP Business Development at Blue Ocean Contact Centers. “TCCS is a customer-focused, industry-leading tool that ultimately puts the Province at the forefront of destination marketers and gives the Province a competitive advantage in the changing global marketplace.”
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The new consolidated system allows for virtually limitless analytics to be generated which help identify business trends and how to further increase the number of tourists visiting the Province. TCCS provides a comprehensive picture of the customer including their contact history, profile and preferences regardless of contact medium. It was designed not only to improve functionality and usability for the Agents working on the project, but also to bring all tourism information for visitors together in one centralized database.
“Providing the best possible solution to our client was our primary objective but we were also interested in a system that would be able to provide us with a good business case for enhanced agent productivity,” says Andrew. “Technological advances and the evolution of the web as a primary contact channel meant we had to reevaluate our existing solution. Our goal was to have a system that was leading, cutting edge technology and of significant benefit to all stakeholders in terms of usability.”
TCCS has been operational for a year now providing unprecedented data integration for customer relationship management to the Province as well as exceptional analytical capability on data that can be used for future marketing campaigns.
For more information on Blue Ocean Contact Centers, please visit the company website.
For more information on Contact Center World go to www.contactcenterworld.com
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Blue Ocean Contact Centers
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