Fighting the pandemic with state-of-the-art Contact Center technology

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Mak­ing the pan­demic con­trol­lable

More than a year has now passed since the out­break of the Covid pan­demic and the virus is still spread­ing. Our every­day lives are still dom­i­nated by inci­dence fig­ures and other indi­ca­tors. But the fight against the virus is on. In addi­tion to the vac­ci­na­tion cam­paign, a broad range of mea­sures is being deployed to make the pan­demic man­age­able and reduce the num­ber of new infec­tions.

The City of Munich relies on so-​called con­tact trac­ing teams to locate and inform the con­tacts of infected per­sons and thus con­tain the spread of the virus. Con­tact trac­ing is intended to break infec­tion chains as quickly as pos­si­ble. In the past, the con­tact trac­ing teams in Munich were phys­i­cally sep­a­rated from each other. By bring­ing them together at a cen­tral loca­tion and equip­ping them with the same mod­ern tech­nol­ogy, con­tact trac­ing should become even more effi­cient. In view of the urgent cri­sis sit­u­a­tion, quick action was required.

Con­tact Cen­ter in two weeks

IP Dynam­ics was to set up a Con­tact Cen­ter with sev­eral hot­lines, DTMF query and wait­ing queue for up to 500 agents or con­tact fol­low­ers within two weeks. The Vox­tron Com­mu­ni­ca­tion Cen­ter (VCC) from Eng­house Inter­ac­tive should form the foun­da­tion of the solu­tion. This Con­tact Cen­ter is already suc­cess­fully in oper­a­tion at the City of Munich for the entire ser­vice hot­lines.

The track­ing cen­ter was to be set up in Hall C2 of Mess­es­tadt Riem. In order to ensure the smooth func­tion­al­ity of the cen­ter, the City of Munich decided not to use an exist­ing infra­struc­ture, but to set up the entire cen­ter from scratch, both orga­ni­za­tion­ally and tech­ni­cally. IP Dynam­ics was respon­si­ble for the deploy­ment and con­fig­u­ra­tion of the Con­tact Cen­ter soft­ware with the full range of nec­es­sary servers.

To save valu­able hours, the IP Dynam­ics team set up the SQL, Con­tact Cen­ter and IVR servers at the company’s head­quar­ters in Ham­burg imme­di­ately after deliv­ery. Mean­while, col­leagues from Munich and Stuttgart car­ried out the basic instal­la­tion of the Vox­tron Com­mu­ni­ca­tion Cen­ter remotely and tested the sys­tem thor­oughly. The servers were then trans­ferred to Munich and imple­mented there.

“Through­out the entire project, we worked hand in hand with our col­leagues from the IT depart­ment of the City of Munich,” recalls Alexan­der Birk­holz, who is respon­si­ble for tech­ni­cal imple­men­ta­tion at IP Dynam­ics. In this way, all team mem­bers mas­tered many tech­ni­cal chal­lenges. For exam­ple, it was decided at short notice to work with VCC web clients instead of the usual fat clients at the work­sta­tions due to secu­rity and data pro­tec­tion con­sid­er­a­tions. IP Dynam­ics pro­vided the addi­tional server capac­ity required for this on time.

On the last three days before the go-​live, IP Dynam­ics estab­lished the system’s fail-​safety (redun­dancy). In addi­tion, the call flows were imple­mented in the VCC and final adjust­ments were made.

Suc­cess­ful con­tact track­ing seven days a week

Thanks to the excel­lent team­work, the track­ing cen­ter was able to go into oper­a­tion on sched­ule on Decem­ber 1 after a final func­tional test. Today, up to 500 con­tact trac­ers each are fight­ing Covid here in 24/​7 mode.

If needed, the cen­ter could be quickly expanded. Con­tact trac­ers use the VCC’s web client and make phone calls via head­set. Thanks to the Con­tact Cen­ter soft­ware, called per­sons can call back the track­ing cen­ter after a missed call. Via IVR query and DTMF menu, callers can spec­ify their request. As long as all employ­ees are on the line, callers are placed on hold before being trans­ferred to a suit­able employee via Con­tact Cen­ter rout­ing.

The new track­ing cen­ter, together with the mod­ern IT equip­ment, enables more effec­tive work­flows and faster arrange­ments. IT is thus play­ing an impor­tant role in the fight against the pan­demic.

More infor­ma­tion about the project’s ref­er­ence you can find here. If you are also inter­ested in a mod­ern Con­tact Cen­ter solu­tion, please do not hes­i­tate to con­tact us.