Sky Italia Selects Vlocity Communications to Transform Customer Experience for 4.7 Million Households
Sky Italia Selects Vlocity Communications to Transform Customer Experience for 4.7 Million Households.
March 02, 2015 03:00 ET
Innovative Pay TV Provider Enlists Industry Cloud Provider Vlocity and Salesforce to Enable Modern, Unified Customer Experience Across Channels and Devices
BARCELONA, SPAIN--(Marketwired - Mar 2, 2015) - Vlocity, an Industry Cloud software company delivering multiple industry-specific applications on the Salesforce1 Platform, announced today at Mobile World Congress that it has been selected by leading Italian pay TV provider Sky Italia to modernize its customer service experience through self-service and contact center channels and to improve its operational efficiency.
"Sky Italia is an industry leader and innovator, committed to delivering compelling pay TV content to consumers at home and on the go," said Vlocity CEO and founder David Schmaier. "Building on the Salesforce1 Platform, we're helping Sky Italia deliver a more consistent and satisfying omnichannel service experience with greater agility and at a lower cost of ownership than with its legacy, on-premise CRM applications."
The Vlocity Communications solution is built on the Salesforce1 Platform and being implemented by Deloitte Digital and deployed to more than 5,000 B2C contact center agents and store-based users. Once complete, the new omnichannel customer service system will serve 4.7 million Sky Italia customers and manage more than 30 million inbound customer interactions per year.
"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."
Designed by CRM software and communications industry veterans, Vlocity Communications is the first complete cloud-based solution built entirely on the Salesforce1 Platform. It conforms to TM Forum industry standards and integrates flexibly with third-party systems through pre-built APIs and web services. At Sky Italia, the Vlocity and Salesforce solution provides:
- A unified service console providing agents a 360 degree customer view including customers' active services, billing and service interaction histories;
- Advanced scripting technology to enhance Sky Italia service responsiveness and reduce average call handling times;
- An open architecture and utilities to simplify data migration and archiving, and enable flexible integration with Sky Italia's legacy CRM, BSS and OSS systems.
"We're excited to work with Vlocity to deliver customer success at Sky Italia," said Miguel Milano, president, EMEA Salesforce. "Together, we're helping Italy's pay TV leader deliver world class customer service through any channel and on any device."
About Vlocity Communications & Media
Designed by CRM software and communications industry veterans, Vlocity Communications & Media is a comprehensive suite of configure, price, quote (CPQ), billing management, service management and mobile apps built entirely on the Salesforce1 Platform. It provides a modern out of the box omnichannel sales, marketing and service solution, conforms to TM-Forum Frameworx industry standards, and integrates flexibly with third-party systems through pre-built APIs and web services.