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.