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Founded in Austria more than a century ago, Swarovski is known around the world for its high-quality crystal, glassware, and jewellery. After reviewing several platforms, Swarovski decided to partner with Anywhere365, attracted by its seamless integrations and AI capabilities.
After deciding that Anywhere365 represented the right fit for its existing digital environment, Swarovski is now looking forward to the next stage of the partnership - where AI will enhance its customer service further.
The market for contact centre solutions consists of a wide variety of vendors - all promising to optimise their client’s communications. Not every tool will be right for every organisation’s needs, however. That’s why Swarovski carefully considered its current digital ecosystem and ambitions before partnering with Anywhere 365. It’s a partnership that Christian Aigner, Swarovski’s head of communication services, has witnessed evolve from the very beginning.
Aigner said: “In 2007, we were using a Microsoft Office communication server and decided to find a standardised solution that was able to cover all our call centre needs globally. After careful evaluation, where we figured out what was the best fit for our existing environment, we selected Anywhere365 as our preferred contact centre solution.”
With Swarovski’s agents already using several tools in their roles, it was important for the collaboration between the company and Anywhere365 not to introduce added disruption or complexity. With that in mind, the platform was able to offer close integration with the ServiceNow solution already employed within Swarovski’s IT stack. ServiceNow is fully embedded within the Anywhere365 web agent so agents can trigger calls directly from the user interface and receive access to all the relevant data.
In October 2023, Swarovski made the decision to migrate its entire digital environment to the cloud, with all its services now operating via SaaS (software as a service) solutions. The migration of the contact centre environment to the cloud was a major milestone but doesn’t mean the company’s communication journey is finished quite yet. In fact, the partnership between Swarovski and Anywhere365 is just beginning.
“As a possible next step, we will look at the AI capabilities offered by Anywhere365 and how they can make things easier for our call centre agents,” Aigner continued. “Since 2019, we have pushed the roll-out of various collaboration features and Microsoft Teams is now our standard collaboration and communication tool.”
At Anywhere365, we are proud to partner with Swarovski - a highly centralised corporate organisation with many business units, both B2B and B2C, around the world. A partnership that 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 as well as add various AI capabilities, including call summaries, sentiment analysis and agent assist. Of course, 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 in the world, plus its global distribution of agents, makes it a very interesting partner. By working together with all the client’s various stakeholders, we can make real improvements, create a different way of working and develop a contact centre for the future.
“I think one of the most important things I learned by working with Anywhere365 was choosing a partner as early as possible when you are setting up your communication strategy,” Aigner added. “When choosing a platform, it must represent a seamless fit and be easy to use. That was one of the reasons why we selected Anywhere365 and we look forward to developing the collaboration further in the years to come.”
