Swarovski

Swarovski needed a contact center solution that could integrate seamlessly with its existing digital environment and enhance its customer service capabilities without adding complexity or disruption. The company faced challenges in maintaining efficient communication across its global operations and sought to modernize its customer service infrastructure.

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Swarovski needed a contact center solution that could integrate seamlessly with its existing digital environment and enhance its customer service capabilities without adding complexity or disruption. The company faced challenges in maintaining efficient communication across its global operations and sought to modernize its customer service infrastructure.

Business solution
By partnering with AnywhereNow, Swarovski was able to integrate the platform with its existing ServiceNow solution, allowing agents to trigger calls directly from the user interface and access all relevant data. This close integration minimized disruption and complexity, ensuring a smooth transition for agents already using several tools in their roles.

In October 2023, Swarovski made the strategic decision to migrate its entire digital environment to the cloud, with all services now operating via SaaS solutions. This migration marked a major milestone, enabling the company to leverage cutting-edge technology while maintaining its existing investments. The partnership with AnywhereNow is set to evolve further with the addition of AI capabilities, including call summaries, sentiment analysis, and agent assist, which will enhance efficiency and customer service.

Tangible benefits

• Seamless integration with ServiceNow, allowing agents to trigger calls and access data directly from the user interface
• Migration to a cloud-first communication environment, enabling the use of SaaS solutions
• Enhanced customer service capabilities with the addition of AI features such as call summaries, sentiment analysis, and agent assist
• Improved agent efficiency and reduced complexity in communication processes

Looking ahead
Swarovski is excited about the next stage of its partnership with AnywhereNow, where AI will play a crucial role in further enhancing customer service. The company plans to explore the full potential of AI capabilities to make processes easier for call center agents and improve overall customer satisfaction. Since 2019, Swarovski has been rolling out various collaboration features, with Microsoft Teams now serving as the standard collaboration and communication tool.

Creating a contact center for the future
At AnywhereNow, we are proud to partner with Swarovski, a highly centralized corporate organization with many business units, both B2B and B2C, around the world. The partnership, which started with providing basic functionality on top of Microsoft Teams, is now moving to the next phase at a rapid pace. We are working with Swarovski to integrate with ServiceNow and add various AI capabilities, including call summaries, sentiment analysis, and agent assist.

The addition of these capabilities is not unique to Swarovski, but the combination of the company’s B2B and B2C interactions operating across many countries, plus its global distribution of agents, makes it a very interesting partner. By collaborating with all the client’s various stakeholders, we can make real improvements, create a different way of working, and develop a contact center for the future.

Seeking a seamless fit
Christian Aigner, Swarovski’s head of communication services, emphasized the importance of choosing the right partner early in the process of setting up a communication strategy. “When choosing a platform, it must represent a seamless fit and be easy to use. That was one of the reasons why we selected AnywhereNow, and we look forward to developing the collaboration further in the years to come,” Aigner added

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