PlayStation consolidates customer touch points
Announcement posted by Sony Computer Entertainment Australia 02 Sep 2004
Sony Computer Entertainment Australia (SCE Aust.) today launched a new partnership with Stellar Call Centre Pty Ltd to deliver a consolidated network of customer service touch points for the millions of Australian customers that interact with the PlayStation brand.
Established in 1998, Stellar Call Centres Pty Ltd is a market leader in contact centre solutions offering a one-stop centre for contact management expertise.
In addition to front-end servicing, moderation* and customer care, the Stellar solution will provide a consolidated and intelligent back-end database, linking activity at the PlayStation Call Centre, the PlayStation website (www.au.playstation.com), and PlayStation2 Network Entertainment (online gaming).
Excellence in customer service is an integral part of the PlayStation experience, said Michael Ephraim, Managing Director, Sony Computer Entertainment Australia / New Zealand. Our partnership with Stellar will ensure we provide a consistent and impeccable level of intelligent customer service, regardless of whether a customer is contacting us while playing a game online, ringing our phone line or sending us an email or even interacting on our local web forums.
The solution, which goes live today, is based on Genesys contact centre software and the Heat Service Desk suite of technologies, including Heat Plus Knowledge and Heat Self Service, supported by system integrators Veridian and Frontranges Professional Services Group.
Combining the Heat Service Desk suite with www.au.playstation.com member database, the new system is designed to give SCE Aust. a deeper insight into its registered customers.
As of today, customers will benefit from:
- an enhanced level of product and technical information via www.au.playstation.com for customer self service
- ability to log any equipment issues via the Internet and receive automatic status updates via email
- extended opening hours including weekends
Nic Foster, Regional Director Finance & Operations, Sony Computer Entertainment Australia / New Zealand concludes, Our relationship with Stellar ensures we have the necessary infrastructure to support the leading edge range of innovative software and hardware coming from PlayStation in the near future.
Weve implemented market leading contact management software to enable SCE Aust. to better interact with its customers and gain valuable insights into their support requirements and the performance of its partners, added Richard Mann, Director of Business Development, Stellar.
*About Online Moderation
Launched in October 2003, Network Entertainment allows owners of the PlayStation2 console to connect via broadband to other players around the world, and challenge them in a host of games from soccer and shoot em ups, like SOCOM: US Navy Seals, to Everquest Online Adventures.
Stellar will provide community management. The services will range from monitoring for belligerent players who spoil the game experience for others, to more technical support such as assisting customers with router and wi-fi set-ups. This moderation will also be provided on the PlayStation website discussion forums.
Sony Computer Entertainment Europe Ltd.
Sony Computer Entertainment Europe, based in London, is responsible for the distribution, marketing and sales of PS one and PlayStation2 software and hardware in 102 territories across Europe, the Middle East, Africa and Oceania. At the end of June 2004, over 39 million PlayStation units had been shipped across these PAL territories, over 100 million worldwide. Between its European debut on 24 November 2000 and the end of June 2004, over 24 million PlayStation2 units have been shipped across the PAL territories, over 72 million world-wide, making it one of the most successful consumer electronic product launches in history.
PlayStation and the PlayStation logo are registered trademarks, PS one, PS2 and PSP are trademarks of Sony Computer Entertainment Inc. All other trademarks are property of their respective owners.
About Sony Computer Entertainment Australia
Responsible for the distribution, marketing and sales of PlayStation, PS one and PlayStation2 software and hardware, Sony Computer Entertainment Australia was formed in 1995. As of end of June 2004, Sony Computer Entertainment Australia had shipped over 1.25 million PlayStation2 consoles in Australia.
More information about PlayStation products can be found at http://www.scee.com and http://www.au.playstation.com
Established in 1998, Stellar Call Centres Pty Ltd is a market leader in contact centre solutions offering a one-stop centre for contact management expertise.
In addition to front-end servicing, moderation* and customer care, the Stellar solution will provide a consolidated and intelligent back-end database, linking activity at the PlayStation Call Centre, the PlayStation website (www.au.playstation.com), and PlayStation2 Network Entertainment (online gaming).
Excellence in customer service is an integral part of the PlayStation experience, said Michael Ephraim, Managing Director, Sony Computer Entertainment Australia / New Zealand. Our partnership with Stellar will ensure we provide a consistent and impeccable level of intelligent customer service, regardless of whether a customer is contacting us while playing a game online, ringing our phone line or sending us an email or even interacting on our local web forums.
The solution, which goes live today, is based on Genesys contact centre software and the Heat Service Desk suite of technologies, including Heat Plus Knowledge and Heat Self Service, supported by system integrators Veridian and Frontranges Professional Services Group.
Combining the Heat Service Desk suite with www.au.playstation.com member database, the new system is designed to give SCE Aust. a deeper insight into its registered customers.
As of today, customers will benefit from:
- an enhanced level of product and technical information via www.au.playstation.com for customer self service
- ability to log any equipment issues via the Internet and receive automatic status updates via email
- extended opening hours including weekends
Nic Foster, Regional Director Finance & Operations, Sony Computer Entertainment Australia / New Zealand concludes, Our relationship with Stellar ensures we have the necessary infrastructure to support the leading edge range of innovative software and hardware coming from PlayStation in the near future.
Weve implemented market leading contact management software to enable SCE Aust. to better interact with its customers and gain valuable insights into their support requirements and the performance of its partners, added Richard Mann, Director of Business Development, Stellar.
*About Online Moderation
Launched in October 2003, Network Entertainment allows owners of the PlayStation2 console to connect via broadband to other players around the world, and challenge them in a host of games from soccer and shoot em ups, like SOCOM: US Navy Seals, to Everquest Online Adventures.
Stellar will provide community management. The services will range from monitoring for belligerent players who spoil the game experience for others, to more technical support such as assisting customers with router and wi-fi set-ups. This moderation will also be provided on the PlayStation website discussion forums.
Sony Computer Entertainment Europe Ltd.
Sony Computer Entertainment Europe, based in London, is responsible for the distribution, marketing and sales of PS one and PlayStation2 software and hardware in 102 territories across Europe, the Middle East, Africa and Oceania. At the end of June 2004, over 39 million PlayStation units had been shipped across these PAL territories, over 100 million worldwide. Between its European debut on 24 November 2000 and the end of June 2004, over 24 million PlayStation2 units have been shipped across the PAL territories, over 72 million world-wide, making it one of the most successful consumer electronic product launches in history.
PlayStation and the PlayStation logo are registered trademarks, PS one, PS2 and PSP are trademarks of Sony Computer Entertainment Inc. All other trademarks are property of their respective owners.
About Sony Computer Entertainment Australia
Responsible for the distribution, marketing and sales of PlayStation, PS one and PlayStation2 software and hardware, Sony Computer Entertainment Australia was formed in 1995. As of end of June 2004, Sony Computer Entertainment Australia had shipped over 1.25 million PlayStation2 consoles in Australia.
More information about PlayStation products can be found at http://www.scee.com and http://www.au.playstation.com