Background situation Many customers increasingly prefer internet shop- ping as an alternative to physical shopping. NESCAFÉ ® Dolce Gusto ® therefore set up an online shop system to sell its coffee capsules, coffee machines and accessories. To enable NESCAFÉ ® Dolce Gusto ® to concentrate on its core business, the coffee capsule manufacturer looked for a BPO service provider to manage all activities after the customer places an order. The aim wa

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