Sony CISC
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Headquartered in Fort Myers, Florida, the Sony Customer Information Service Center (CISC) is a part of Sony Electronics, or SEL [1]. The CISC was started in the early 1990s and had initially been located in a warehouse in downtown Fort Myers, Florida, until completion of a two-story facility located in a Lee County community called Gateway, in 1996.
At the time of this writing (March, 2006), the CISC was the headquarters for all American Sony telephone technical support, which includes consumer video and audio products; VAIO® desktop and notebook computers and computer monitors; Sony's Business and Professional group; Qualia and Cierge high-end customer groups; as well as other related administrative groups. Additionally, other specialty or high-end products, such as both the discontinued AiBO® robotic pet and CLIÉ® PDA lines are or have been supported here. Sony's National and International Customer Relations groups are also located here.
Support organisations for Asia-Pacific and Europe exist as separate entities and are headquartered elsewhere, typically within the region they support.
[edit] Recent developments
At the end of January, 2006, Sony Electronics Vice President Dan Wiersma announced the migration of approximately 170 technical phone representative positions to a third-party call center company named Alorica, which agreed to sub-lease the top floor of the facility. The senior technical representative positions were subsequently migrated to a facility at the Sony Electronics headquarters campus in San Diego, California.
In June, 2006, Spanish-language support for domestic U.S. customers and Central/South American customers was re-established after a period of hiatus at an Argentina-based third-party call center company named Teleperformance. Ths facility is manned by a team of approximately 30 agents who are tasked with support for Sony's VAIO notebook and desktop computers, as well as Sony's line of consumer electronics, such as televisions, DVD players, digital recorders, video and still-image cameras, and sound systems. Unlike their English-only counterparts, these agents are empowered to make determinations of hardware failure and arrange service as necessary to resolve customers' product concerns.
[edit] Related Links
[edit] Sources
- CapeDude2005 (original author of the article) is a former Sony Electronics, Inc., employee who worked at this facility for approximately five years.
- Sony Electronics, Inc. press release regarding the Customer Information Services Center
