City of Munich

Fight­ing the Pan­demic with state-​of-​the-​art Con­tact Cen­ter tech­nol­ogy

Com­pany

  • Pub­lic sec­tor
  • About 42,000 employ­ees

Prod­ucts

  • Vox­tron Com­mu­ni­ca­tion Cen­ter
  • Server land­scape

Spe­cials

  • Fight­ing Covid
  • Fast imple­men­ta­tion

The ini­tial sit­u­a­tion

The City of Munich pro­vides a wide range of ser­vices for its cit­i­zens, offers a com­pre­hen­sive range of social sup­port and advice, and offers broad pub­lic ser­vices. To do so, the city employs around 42,000 peo­ple and has a bud­get of around 8.3 bil­lion euros.

To fight the Covid pan­demic, Munich is rely­ing 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. For this, a reli­able tech­ni­cal plat­form and smooth com­mu­ni­ca­tion processes are among the basic require­ments.

The chal­lenge

  • Within two weeks, a so-​called track­ing cen­ter for 500 employ­ees was to be set up on the trade fair grounds of the city of Munich.
  • The required Con­tact Cen­ter should include sev­eral hot­lines, a DTMF query and a wait­ing field. The Vox­tron Com­mu­ni­ca­tion Cen­ter (VCC) should be the foun­da­tion of the solu­tion.
  • To ensure the smooth func­tion­al­ity of the track­ing cen­ter, the city decided not to use an exist­ing infra­struc­ture, but to set up the entire cen­ter from scratch in terms of orga­ni­za­tion and tech­nol­ogy.
  • IP Dynam­ics was respon­si­ble for the deploy­ment and con­fig­u­ra­tion of the Con­tact Cen­ter soft­ware with the entire nec­es­sary server land­scape.

The solu­tion

  • To save valu­able hours, IP Dynam­ics set up the SQL, Con­tact Cen­ter and IVR servers at the company’s Ham­burg head­quar­ters imme­di­ately after deliv­ery.
  • Mean­while, the basic instal­la­tion of the Vox­tron Com­mu­ni­ca­tion Cen­ter was car­ried out remotely and the sys­tem was tested thor­oughly. Finally, the servers were trans­ferred to Munich and imple­mented there.
  • At short notice, it was decided to work with VCC web clients instead of the usual fat clients at the agent work­sta­tions due to secu­rity and data pro­tec­tion con­sid­er­a­tions. IP Dynam­ics pro­vided the addi­tional server capac­i­ties required for this on time.
  • Three days before the sys­tem went live, its fail-​safety was estab­lished (redun­dancy), the call flows were imple­mented and final fine-​tuning was car­ried out.

The result

  • Thanks to the excel­lent coop­er­a­tion, the track­ing cen­ter was up and run­ning on sched­ule after two weeks. If nec­es­sary, the cen­ter could be quickly expanded.
  • Today, up to 500 con­tact trac­ers each are fight­ing Covid here in 24/​7 mode. They use the VCC’s web client and make phone calls via head­set.
  • Callers can spec­ify their request via IVR query and DTMF menu. If all employ­ees are on the line, callers are put on hold before they are trans­ferred to a suit­able employee via Con­tact Cen­ter rout­ing.
  • The track­ing cen­ter, together with the mod­ern IT equip­ment, enables more effec­tive work­flows and faster coor­di­na­tion. IT is thus play­ing an impor­tant role in fight­ing the pan­demic.

If you are also inter­ested in a mod­ern Con­tact Cen­ter solu­tion, do not hes­i­tate to con­tact us.

“The coor­di­na­tion, plan­ning and imple­men­ta­tion went seam­lessly together in our project.”
Alexan­der Birk­holz, Con­tact Cen­ter Con­sul­tant at IP Dynam­ics

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