Contact Center

Where does the jour­ney go?

Our Con­tact Cen­ter solu­tions con­trol the entire com­mu­ni­ca­tion in your com­pany and enable the seam­less inte­gra­tion of 3rd party appli­ca­tions. Thanks to the inte­gra­tion of all media chan­nels you are always avail­able for your cus­tomers. Our tech­nol­ogy is 100 per­cent ready for the cloud but can also be installed on premises or as a hybrid on request. You decide flex­i­bly how much future we can real­ize for you today.

Avail­able on all chan­nels

Not every­thing was bet­ter in the past, but some things were eas­ier: cus­tomers called or came directly by. Today, every­one com­mu­ni­cates as they like: by email, What­sApp, social media, chat and still by let­ter and fax. That’s where our omnichan­nel solu­tion comes into play, giv­ing you not only an overview of all cus­tomer con­tacts and busi­ness trans­ac­tions, but also a han­dle on them.

Happy cus­tomers thanks to mod­ern tech­nol­ogy

We cre­ate pos­i­tive cus­tomer expe­ri­ences. Thanks to state-​of-​the-​art tech­nol­ogy, every inquiry directly gets to a suit­able ser­vice agent and is answered as fast and friendly as pos­si­ble. This in turn ensures happy cus­tomers who are guar­an­teed to keep the con­tact with your com­pany in good mem­ory.

All signs point to cloud

The cloud has come to stay. That’s why all our IT solu­tions can be installed on premises, hybrid or from the cloud. If nec­es­sary, we also set up the sys­tems on premises – and later move some or all of them to the cloud. And for max­i­mum secu­rity, flex­i­bil­ity and avail­abil­ity, we use microser­vices archi­tec­ture and mod­ern con­tainer tech­nolo­gies. Or as we claim: Cloud at its best.

We inte­grate every­thing

This is what we call wel­com­ing tech­nol­ogy: Thanks to suit­able inter­faces, 3rd party appli­ca­tions and exter­nal IT resources are seam­lessly wel­come in our Con­tact Cen­ter of the future. And we’re also open to every­thing else that’s com­ing whether state-​of-​the-​art cloud and AI ser­vices or the inte­gra­tion of chat­bots, voice por­tals and com­plex CRM solu­tions. IP Dynam­ics spe­cial­izes in par­tic­u­lar in the inte­gra­tion of solu­tions from major man­u­fac­tur­ers – for exam­ple Microsoft, Sales­force and SAP.

Our omnichan­nel solu­tions

FOR THE GREAT­EST PEO­PLE IN THE WORLD: YOUR CUS­TOMERS

novo­m­ind iAGENT

The intel­li­gent com­mu­ni­ca­tion plat­form for opti­mal mul­ti­chan­nel man­age­ment.

Vox­tron CC

Can be used every­where, inde­pen­dent of exist­ing tele­phone and infra­struc­ture.

Five9

Test and imple­ment new ser­vices quickly with the intel­li­gent Cloud Con­tact Cen­ter.

Our Con­tact Cen­ter Exten­sions

MADE BY IP DYNAM­ICS

Dynamic Flow

Con­trols the pro­cess­ing of con­tacts from all com­mon sources and media. All chan­nels con­verge here. Even the inte­gra­tion of exter­nal IT resources is pos­si­ble.

Down­load prod­uct sheet

Dynamic Brain

Qual­i­fies large vol­umes of tasks in the Con­tact Cen­ter. Thanks to intel­li­gent pri­or­i­ti­za­tion and dynamic repri­or­i­ti­za­tion, all oper­a­tions are processed accord­ing to KPIs or ser­vice level.

Down­load prod­uct sheet

Dynamic View

Mon­i­tors the avail­abil­ity and work­load of the Con­tact Cen­ter in real time, includes all inbound chan­nels and runs on all com­mon browsers. This makes it easy to eval­u­ate ongo­ing oper­a­tions.

Down­load prod­uct sheet

Per­fect inter­ac­tion.

With us every­thing fits together seam­lessly.

We expand.

Exten­sions and inte­gra­tions. Tailor-​made, of course.


To ensure that the Con­tact Cen­ter har­mo­nizes per­fectly with your tech­ni­cal infra­struc­ture and can unleash its full power, we con­nect it to all rel­e­vant sys­tems. Seam­less inte­gra­tion into your exist­ing Sales­force or SAP sys­tem is just as pos­si­ble as the con­nec­tion to other CRM appli­ca­tions.

With our Dynamic Agent, we also enable the native inte­gra­tion of your Con­tact Cen­ter into Microsoft Teams. This means that all incom­ing and out­go­ing calls are han­dled within the Teams infra­struc­ture. At the same time, the num­ber of simul­ta­ne­ously open user inter­faces on your employ­ees’ screens is reduced, so that work processes can be car­ried out more quickly.

Of course, we also expand your Con­tact Center’s range of func­tions by inte­grat­ing AI solu­tions. Voice por­tals and chat­bots pro­vide the ulti­mate pro­duc­tiv­ity boost – see for your­self!



Sim­ply explained.

The Con­tact Cen­ter of the future.
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MIS­SION ACCOM­PLISHED

Voice por­tal han­dles 5,000 calls per day

The new voice por­tal reduces the work­load for Sig­nal Iduna employ­ees, low­ers inter­nal for­ward­ing rates and short­ens wait­ing times for callers.

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35,000 calls per day? No prob­lem!

At R+V Ver­sicherung, 800 agents han­dling up to 35,000 calls every day. All thanks to a state-​of-​the-​art Con­tact Cen­ter solu­tion!

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FAQ

Why does my com­pany need a 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 3rd 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.

What means “rout­ing”?

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.

What is the pri­or­i­ti­za­tion of cases for?

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.

What are the advan­tages of a hybrid solu­tion?

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.

You also want a piece of the future?

We are look­ing for­ward to your request.


Let’s talk together about how we can make you fit for the future.