Full flexibility thanks to the contact center from the cloud

Osiander is a successful and innovative family business with over 600 employees and 65 bookstores in southern Germany. Osiandersche Buchhandlung GmbH has relied on the expertise of IP Dynamics since 2011.
The existing contact center coped well with capacity utilization during normal operation. During the traditionally very busy Christmas season, however, the volume was so high that the load limit was regularly reached.

Moving to the cloud

Since Osiander had already switched to the cloud with other services, the option of migrating the contact center there was obvious. IP Dynamics was entrusted with the preparation of a concept and implementation. The IT company has already carried out successful projects for Osiander in the past and was therefore the first point of contact.

After close coordination, the contact center was migrated to the IP Dynamics cloud. There is no problem in terms of data protection law, as the servers are located exclusively in Germany. The company's ISO certifications prove the compliant handling of all data. At the same time, the old Avaya telephone system was replaced by a modern solution from innovaphone and also migrated to the cloud.

The bookstores were then equipped with classic telephone devices. The modern InnovaPhone soft client myApps is used for administration.

With the new solution, Osiander can now flexibly adapt resources to workload so that the contact center is available with sufficient capacity at all times. Since the administration and maintenance of the contact center is now carried out by IP Dynamics, Osiander saves additional time and money.

In addition, unified communication functions, such as video telephony, are now available through the myApps client. The software also enables employees at corporate headquarters to flexibly change their place of work — for example to the home office.

Thanks to the new solution, Osiander is ready for the future. The full report on the project can be found here.

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