Monday, September 8, 2014

MSC Wins Swisscom Business Award

Innovative Business Approach Recognized by Professionals

Geneva, 8 September. On Thursday 4 September, MSC Cruises was awarded the Swisscom Business Award, an award dedicated to the most pioneering ICT project in Switzerland and presented by Swisscom. MSC Cruises was rewarded for its innovative approach in the project around its managed contact centre solution (MCCS).

“MSC is an impressive testimony to how technology and innovation can be used to intensify customer relationships,” said chairman of the judging panel Thomas Wirth.

Some 80 companies submitted entries for this year's Swisscom Business Award. The awards are in recognition of Swiss companies and institutions that have implemented groundbreaking ICT solutions. Manor AG, Universitätsspital Basel (Basel University Hospital), Schwyzer Kantonalbank, MSC Cruises, Loeb AG and Fondazione Ticino Cuore (Ticino Heart Foundation) all made it to the final. A judging panel made of specialists evaluated the solutions submitted by the finalists according to the criteria of business benefit, degree of innovation, technology and sustainability.

MSC Cruises wins with new sales channel
The above-mentioned jury had thoroughly studied the finalists’ contributions before deciding that MSC Cruises emerged as the winner. To improve and intensify its direct contact with clients, the company merged its contact centres in eleven global locations into a single cloud-managed solution. As the explanation for the panel's decision to grant the Swisscom Business Award to MSC Cruises, Thomas Wirth commented, “MSC has created an entirely new sales arm for new regional markets that complements its existing channels. We were impressed by the added value generated by MSC's cross-border managed contact centre solution.” 300 agents across Europe are already advising customers via the new platform. It enables the company to cater to the needs of future and potential guests over a longer time span, starting from the research stage through the booking process to the time prior to, during and after a cruise.

Targeted consulting thanks to direct customer contact
With the centralised telephone communications platform, MSC lays the foundation for implementing its corporate strategy. The focus here, alongside real-time control of the eleven European contact centres, is on strengthening direct customer contact and, above all, on enhancing a continuous and innovative customer experience.

At the end of the night, Luca Pronzati, MSC Cruises Chief Strategic Development & Sales Services Officer, declared “the Swisscom Business Award represents an achievement for all those who have worked very hard in order to make the customer journey as flawless as possible and ensure that our guests and travellers can focus on their holidays as early as possible. This project could only be implemented in such a complex and challenging international setting thanks to the long and fruitful partnership between MSC and Swisscom.”

Source: MSC Crociere