Higher productivity thanks to IPD and BSI

IP Dynamics and BSI, a leading provider of CRM and CX software, are working closely together as part of their new partnership. Together, the two software manufacturers have an interface between BSI CRM and developed the Voxtron Communication Center (VCC), an omnichannel platform for customer communication. The result? Companies that rely on this solution optimize their work processes and experience a significant increase in productivity.

Since the Voxtron Communication Center is fully integrated, users operate it exclusively via BSI CRM. In the background, the omnichannel platform ensures that all pending tasks are distributed optimally and fairly to registered colleagues. Both real-time media (telephony, chat, etc.) and documents are routed.

The entire workload, especially of documents, is constantly monitored by the Dynamic Brain from IP Dynamics. Dynamic Brain ensures that the required service levels (maximum waiting times) for processing are met. The system controls blending between media channels as well as multi-contact processing in accordance with the company's processing strategy.

The entire worklist of a company is taken into account. The system is able to evaluate, down to the second, which task is to be completed next. This means that employees no longer have to laboriously collect their work, but are presented with tasks directly and conveniently in the BSI client. As a result, their daily work is much faster and more pleasant.

As part of initial customer projects, it quickly became apparent that the solution not only leads to an increase in productivity, but is also associated with a major improvement in workplace ergonomics. All essential media channels and functionalities are combined on the interface of a single specialized application, giving employees a 360-degree view of the current customer.