Case Study: Swarovski enhances customer service with AnywhereNow

How partnering with Anywhere365 took Swarovski’s communication to new heights

Swarovski, the global crystal, glassware, and jewellery brand, needed a contact center solution that could integrate smoothly with its existing digital environment and improve customer service without adding complexity. After evaluating several platforms, Swarovski chose AnywhereNow for its seamless integrations and AI capabilities, with ServiceNow and Microsoft Teams playing a central role in its communication setup.

AnywhereNow integrated with Swarovski’s ServiceNow environment so agents could trigger calls directly from the user interface and access relevant data in one place. The solution supported Swarovski’s move to a cloud-first, SaaS-based digital environment and is now expanding with AI features such as call summaries, sentiment analysis, and agent assist, helping improve agent efficiency and simplify customer service processes.

Swarovski

Christian Aigner

Head of Communication Services