Contact Center

Cus­tomer com­mu­ni­ca­tion — next level
Contact Center

A con­tact cen­ter is an orga­ni­za­tional unit within a com­pany that includes all incom­ing and out­go­ing com­mu­ni­ca­tion chan­nels for direct cus­tomer con­tact. A con­tact cen­ter makes it pos­si­ble to respond to incom­ing inquiries via dif­fer­ent chan­nels (omnichan­nel). This makes the con­tact cen­ter an effec­tive instru­ment for the dia­log between a com­pany and its cus­tomers and part of the over­ar­ch­ing cus­tomer rela­tion­ship man­age­ment (CRM). In gen­eral, a dis­tinc­tion is made between locally installed sys­tems (on premises) and cloud-​based solu­tions.

Uni­fi­ca­tion of all com­mu­ni­ca­tion chan­nels

On Premise, Hybrid, Cloud, Multi, Omni — the best for you

Con­tact cen­ters offer mod­ern busi­ness process man­age­ment and enable direct cus­tomer com­mu­ni­ca­tion across all chan­nels. Thanks to smart media rout­ing and auto­mated ser­vice processes, inquiries are processed effi­ciently. Con­tact cen­ters are avail­able on premises, from the cloud or as a hybrid solu­tion. The inte­gra­tion of col­lab­o­ra­tion tools and CRM apps is just as pos­si­ble as the inte­gra­tion of a chat­bot or voice por­tal.

In a SIP-​based mul­ti­chan­nel con­tact cen­ter, mul­ti­ple media chan­nels – for exam­ple, calls, emails, chat, social media, SMS, or co-​browsing – are sup­ported for cus­tomer ser­vice. Inde­pen­dent of the media chan­nel used, cus­tomer inquiries are han­dled by your employ­ees as busi­ness trans­ac­tions. Fur­ther­more, auto­mated self-​service offer­ings, such as retriev­ing order sta­tus or updat­ing cus­tomer data, can be made avail­able.

Omnichan­nel con­tact cen­ter solu­tions actu­ally take this one step fur­ther. They inter­con­nect all busi­ness processes of all depart­ments of a com­pany and pro­vide employ­ees with an appli­ca­tion for pro­cess­ing them. In addi­tion, fur­ther automa­tion and log­i­cal links are estab­lished between cus­tomer inquiries about the same topic across a num­ber of media chan­nels and busi­ness processes. In this way, employee resources and work­loads can be coor­di­nated eas­ily and clearly.


What is the use

  • Improve cus­tomer ser­vice
  • Increase employee pro­duc­tiv­ity and sat­is­fac­tion in cus­tomer ser­vice
  • Reduce IT and infra­struc­ture costs by con­sol­i­dat­ing busi­ness processes in an cor­po­rate con­tact cen­ter solu­tion
  • Auto­mated announce­ments, e.g. on order sta­tus
  • Increase cus­tomer sat­is­fac­tion through bet­ter self-​service, automa­tion & log­i­cal link­ages
  • Increase busi­ness value through pri­or­i­ti­za­tion, ser­vice level agree­ment (SLA) man­age­ment and BPM inte­gra­tion
  • Reduce work­load through intel­li­gent speech recog­ni­tion and con­trol and bot agents

Our suc­cess sto­ries

Plenty of expe­ri­ence
Signal Iduna

Voice por­tal for Sig­nal Iduna

A new con­tact cen­ter to reduce the work­load of employ­ees, lower inter­nal trans­fer rates Reduce wait­ing times for callers.

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Mod­ern con­tact cen­ter for R+V Ver­sicherung

R+V Versicherung’s con­tact cen­ter solu­tion enables the daily pro­cess­ing of up to 35,000 calls by more than 800 agents.

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IPD Knowl­edge

In a nut­shell

You don’t under­stand a term or would like to get more infor­ma­tion about it to be on the safe side? We will be happy to help you! In our wide-​ranging glos­sary, all tech­ni­cal terms relat­ing to the topic of infor­ma­tion tech­nol­ogy are explained in a holis­tic man­ner, so that you always have a full overview. Dis­cover now!