Game Group signs Numero to handle inbound emails

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Numero has signed a deal with Game Group plc, a leading specialist retailer of PC and video game products, to implement numero's SmartAgent Customer Interaction Management solution.
 
The new system will manage all inbound email contact from online customers for GAME's three brands; GAME, Gamestation and Gameplay in its contact centres in Basingstoke and York.
 
"We're delighted to see SmartAgent supporting another key multi-channel retailer within the UK," said Mark Carlile, Managing Director, numero. 
 
"The increase of the online channel continues to fuel the expectation of customers, who want to be serviced quickly and effectively through channels such as e-mail - SmartAgent plays a key role in enabling Game to deliver a quality service to its customers.
 
"The key to SmartAgent is a Natural Language Processing Engine which not only identifies the meaning of each sentence in an email but more importantly places the combined meaning into the correct context which the writer originally intended.  It can use a thesaurus to expand, understand and respond back to the customer intelligently."
 
SmartAgent will support up to 25 contact centre agents within Game Group by improving customer service and agent productivity and providing a platform to support Game continued growth through the peak trading period and beyond.
 
"We want our customers to be able to reach us as easily as possible, so we can give them quick and effective help," said David McGreevy, Head of Customer Services, Game.

"Increasing numbers of customers are requesting online customer services and the challenge for Game is to ensure that regardless of the way a customer contacts us, the customer experience is consistently high across all channels.
 
"We want to allow our customers to contact us in anyway they choose, including via email and the web.  With numro's technology we will aim to enhance every customer's experience via email - so they receive the same level of satisfaction."
 
Game was introduced to numero via its relationship with Capgemini, which is leading a business transformation project within Game.
 
"We've been evaluating numero and its SmartAgent application since last year and we've recognised that SmartAgent is the outstanding customer interaction management solution on the market today," said Patrick Hart, VP Sales, Marketing and Service Transformation, Capgemini.
 
"When the right opportunity was presented at Game, we had no hesitation in recommending SmartAgent as the best in class solution to handle Game's email correspondence issues.
 
"I have been very impressed with the level of commitment and professionalism shown by the numero team and I look forward to growing our relationship with them."