Contact Center

In times of dig­i­tal trans­for­ma­tion, one thing does not change: the cus­tomer is and remains king. That is why mod­ern busi­ness process man­age­ment through pow­er­ful omnichan­nel Con­tact Cen­ters is essen­tial for most com­pa­nies. The Con­tact Cen­ter enables direct com­mu­ni­ca­tion with cus­tomers via all chan­nels.

Thanks to intel­li­gent rout­ing and the automa­tion of processes, pro­ce­dures can be han­dled quickly in a clear and effi­cient man­ner. The Con­tact Cen­ter iden­ti­fies the right con­tact per­son fast and reli­ably for every cus­tomer con­cern. This means that cus­tomers no longer end up some­where in the mid­dle of nowhere, are not put through from one ser­vice employee to the next, and do not have to describe their con­cerns again and again. Instead, they expe­ri­ence a tai­lored, context-​driven ser­vice expe­ri­ence. In turn, ser­vice employ­ees are relieved and are pleased with the intu­itive oper­a­tion of the Con­tact Cen­ter inter­face.

In addi­tion, cloud and AI ser­vices as well as 3^rd party appli­ca­tions or CRM sys­tems can be con­nected via suit­able inter­faces. And it doesn’t mat­ter how big your com­pany is or will be: Mod­ern Con­tact Cen­ters are scal­able to any size.

In the Con­tact Cen­ter envi­ron­ment, rout­ing means the dis­tri­b­u­tion of incom­ing calls, e-​mails, chat mes­sages or busi­ness objects to the most suit­able employee for han­dling the respec­tive con­tact. Con­tact Cen­ters have a rout­ing engine that decides on the dis­tri­b­u­tion depend­ing on indi­vid­u­ally con­fig­urable para­me­ters. For exam­ple, it is pos­si­ble to spec­ify that English-​speaking callers are only put through to col­leagues who speak Eng­lish. Or that mes­sages on a spe­cific topic are imme­di­ately assigned to an employee from the right depart­ment. In the case of recur­ring con­tacts, cus­tomers are prefer­ably con­nected to the ser­vice employee they have already spo­ken to.

The para­me­ters used for dis­tri­b­u­tion are ide­ally defined by the com­pany using the Con­tact Cen­ter and an expe­ri­enced IT ser­vice provider in a jointly devel­oped rout­ing con­cept. Depend­ing on require­ments, agent, ser­vice level or skill-​based rout­ing is estab­lished – or a tai­lored mix of all mod­els. The goal is to develop a con­cept that is as fair as pos­si­ble, accord­ing to which the work­load is dis­trib­uted equally fairly and sen­si­bly.

The pri­or­i­ti­za­tion and dynamic repri­or­i­ti­za­tion of cases opti­mizes case pro­cess­ing in the Con­tact Cen­ter. Pri­or­i­ti­za­tion is used to decide the order in which cases are to be dis­trib­uted and processed. Since the assign­ment of pri­or­i­ties is based on an indi­vid­u­ally defin­able set of rules, company-​specific require­ments can be imple­mented more eas­ily.

For pri­or­i­ti­za­tion, the urgency and busi­ness value of all cases are deter­mined indi­vid­u­ally. Since the urgency can change dynam­i­cally, for exam­ple due to the addi­tion of new processes, the pri­or­i­ti­za­tion should be updated con­tin­u­ously and adjusted if nec­es­sary. In this way, trans­ac­tions that require a quick response or for which a dead­line is at risk can be brought for­ward. In this way, the case with the high­est pri­or­ity is always processed next, even when the work­load is high.

Dynamic repri­or­i­ti­za­tion can also be used as the basis for imple­ment­ing wait-​time-​based or deadline-​based pri­or­i­ti­za­tion. Pri­or­i­ti­za­tion based on wait times enables com­pli­ance with pre­de­fined, for exam­ple con­trac­tu­ally fixed, pro­cess­ing times. Deadline-​based pri­or­i­ti­za­tion ensures that fixed dead­lines are met in trans­ac­tion pro­cess­ing.

A hybrid Con­tact Cen­ter solu­tion com­bines the secu­rity of a tra­di­tional on premises instal­la­tion with the future via­bil­ity of mod­ern cloud tech­nolo­gies. This means that com­pa­nies are not forced to move their entire infra­struc­ture to the cloud, but can still ben­e­fit from its advan­tages. By using mod­ern cloud tech­nolo­gies, hybrid solu­tions are highly avail­able and can be scaled flex­i­bly. They enable an on premises instal­la­tion of the Con­tact Cen­ter and at the same time open up the per­spec­tive of mov­ing parts or all of the sys­tem to the cloud later. This gives your com­pany max­i­mum flex­i­bil­ity as well as the oppor­tu­nity to over­come reg­u­la­tory obsta­cles – for exam­ple in tech­ni­cal, legal or work orga­ni­za­tion terms. Hybrid sys­tems are in par­tic­u­larly high demand on the Ger­man mar­ket, with its spe­cific labor and data pro­tec­tion con­di­tions.