Google and Call Centers?

Posted by Vijay Koduri, Product Marketing Manager

A couple of weeks ago, we exhibited at a conference specifically for call center managers, the 'ACCE' show in San Diego. The first question everyone asked was, "What on earth is Google doing at a call center show?" With an attendance at more than 1,500 people, we had to answer this question quite a few times!

Our story was simple - call centers want to provide faster customer service. Their agents need to access the right information at the right time. These agents are used to Google at home, so why not give them Google at work?

The attendees really understood the story once we explained how one of our customers, a global auto manufacturer, was using the Google Search Appliance. Their agents would get questions like "Why are the brakes on my 1996 hatchback model squeaky?" While much of the information resided in 22,000 documents in their knowledgebase, their previous search system was not providing relevant results. Immediately after piloting the Google Search Appliance, they said "Straight out of the box, without any customization, we were seeing a lot better results with the Google Search Appliance."

Needless to say, the attendees of the ACCE show quickly 'got it' and understood exactly why Google was at a call center show. (Of course, from our end, the show being in San Diego was reason enough :-)

To find out more about our call center solution, read our white paper.