Recently, Fujitsu (News - Alert) announced its updated FMV Series lineup of consumer-oriented personal computers that featured enhanced design, performance specifications and a touchscreen display that was compatible with Windows 8. Complementing this new series of PCs, it announced an upgraded contact center system that would increase both security and response times.
Intuitively, Fujitsu developed this large-scale contact center system in line with the behavior patterns of customers, using social networking sites (SNS) and other routes used by them. It integrated its newly developed on-premises operations system with the cloud services from salesforce.com, linking together SNS and customer data.
Today, consumer lifestyles—of which the PC is an integral part—have perceptibly altered. Also, many customers have taken the multi-channel route and demand solutions that quickly address their PC concerns or issues. That’s why Fujitsu had to respond quickly and suitably to enable users to get the most from their PCs.
By securely and seamlessly linking SNS and customer data, Fujitsu was able to respond to customer tweets and queries about FMV PCs with solutions on an individual basis. It also internally encrypted personal data of customers for storage and management. Dedicated lines to Salesforce.com (News - Alert) ensured a high level of security. Because this line connection remained unaffected by traffic loads, response time was faster. This is really an important consideration customers are looking for fast replies to their queries.
Thus Fujitsu has positioned itself to provide high-quality support and secure services that are likely to suit individual customers. With its experience and the power of ICT, Fujitsu is on a mission to shape the future of society with its customers.
It has big plans for the future and intends to replicate its contact center systems for customer contact centers.
Edited by Alisen Downey