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.
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.
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.
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.
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.
The intelligent communication platform for optimal multichannel management.
Can be used everywhere, independent of existing telephone and infrastructure.
Test and implement new services quickly with the intelligent Cloud Contact Center.
Controls the processing of contacts from all common sources and media. All channels converge here. Even the integration of external IT resources is possible.Learn more
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.Learn more
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!
The new voice portal reduces the workload for Signal Iduna employees, lowers internal forwarding rates and shortens waiting times for callers.Learn more
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.
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.
Let’s talk together about how we can make you fit for the future.