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GSK Nutritional Healthcare: Making CRM miles better
Challenge
Legacy telephone technology was becoming a hindrance to the efficient operation of the Lucozade, Ribena, and Horlicks customer help lines
Solution
GSK Nutritional Healthcare chose the BT Next Generation Contact Centre (NGCC) platform; a ready-to-use fully hosted subscription-based service
Value
Call recording facilities provide a safeguard for the consumer, while advanced routing and multi-channel capabilities are aiding improved customer service
Client
GSK Nutritional Healthcare develops and markets leading healthcare drinks like Lucozade, Ribena, and Horlicks. It is part of UK-headquartered GlaxoSmithKline (GSK), a pharmaceutical world leader.
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GSK Nutritional Healthcare video
- This video features Ashley Thomas, Consumer Care Manager at GSK Nutritional Healthcare, describing the value of the Next Generation Contact Centre platform provided by BT.
Download Windows Media Player version (WMV-17 MB)Related industry
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BT for Pharmaceutical
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