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Capgemini Introduces Enhanced Customer Care & Intelligence Solution as Part of BPO Portfolio

(Oct 15, 2007)-- Capgemini, announced enhancements to its Customer Care & Intelligence (CC&I) solution, now a standalone offering within the company's Business Process Outsourcing (BPO)
portfolio. Unlike the high-volume, commodity customer care providers, Capgemini's outside in approach looks beyond contact center metrics to align operations with specific business objectives to deliver optimized customer care.

Capgemini differentiates itself from other BPO providers by applying analytics and business intelligence processes and methodologies to specialty, complex queues. Using this approach, combined with deep vertical market experience in the energy/utilities and telecommunications markets, Capgemini provides clients with Business Insight. Consequently, contact center operations can shift from being reactive, focused on defect management, to being proactive, focused on value. As a result, the unique combination of Capgemini's Outside In approach and Business Insight delivers operational excellence for contact centers while supporting top line growth for the business they support through process, pricing, product or service change.

"Capgemini uniquely marries customer care expertise with deep vertical market experience," said Robbie Brillhart, Global Practice Lead, CC&I, Capgemini BPO Services. "As one of the world's largest consulting, outsourcing and technology firms, we bring a tighter focus and broader range of expertise to the customer care business compared to the high volume, low cost, commodity players. By rethinking customer care from the outside in and delivering Business Insight, we can increase the business value that customer care operations deliver."

Capgemini's CC&I offering is part of its BPO solutions portfolio which spans services for Finance & Accounting (F&A), Procurement, Assurance Management (Sarbanes-Oxley compliance), and Knowledge Process Outsourcing. Within its CC&I offering, services include Contact Center Transformation, Operations Business Intelligence, and Advanced Technology Development & Deployment.

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