HAUNI

The ini­tial sit­u­a­tion

Hauni Maschi­nen­bau GmbH, the world’s lead­ing provider of tech­nolo­gies and tech­ni­cal and con­sult­ing ser­vices for the inter­na­tional tobacco indus­try, needed a new plat­form for its global com­mu­ni­ca­tions man­age­ment at the Ham­burg head­quar­ters. The replace­ment of the exist­ing sys­tem had also become nec­es­sary because the old ACD appli­ca­tions were no longer sup­ported. With the help of the sys­tems house IP Dynam­ics, the omnichan­nel solu­tion Vox­tron Com­mu­ni­ca­tion Cen­ter of Eng­house Inter­ac­tive with inte­grated Skype for Busi­ness client should be set up.

The chal­lenge

• The new solu­tion needed to pro­vide a fast, reli­able and com­pe­tent sup­port for users on IT issues in the case of faults or jobs issues through cen­tral num­bers.
• The sys­tem should allow users to obtain infor­ma­tion about well­known faults through call rout­ing.
• Incom­ing calls should be dis­trib­uted evenly among to the avail­able employ­ees or agents.
• In addi­tion, com­mu­ni­ca­tion should be han­dled via sev­eral com­mu­ni­ca­tions chan­nels.

The solu­tion

• IP Dynam­ics rec­om­mended to set up a Vox­tron Com­mu­ni­ca­tion Cen­ter. The omnichan­nel solu­tion offers sim­ple han­dling for the agents of the company’s own call cen­ter, since Hauni has the usual func­tions at its dis­posal with the Skype for Busi­ness client.
• IP Dynam­ics was respon­si­ble for the com­plete imple­men­ta­tion of the new sys­tem. The sys­tems house had pre­vi­ously spec­i­fied the ACTUAL /​PLANNED sta­tus in an on-​site work­shop and pre­sented the func­tion­al­i­ties of the Vox­tron Com­mu­ni­ca­tion Cen­ter with cor­re­spond­ing inte­gra­tion solu­tion.
• The Com­mu­ni­ca­tion Cen­ter was installed on vir­tual servers pro­vided by Hauni. The basic instal­la­tion and first-​time con­fig­u­ra­tion were car­ried out almost entirely on a remote basis. The changeover pro­ceeded with no down­time of any note.

The result

• After the intro­duc­tion of the omnichan­nel soft­ware with inte­grated Skype for Busi­ness client, the ana­logue tele­phones on the helpdesk were elim­i­nated. The wel­come side-​effect is that calls are no longer simul­ta­ne­ously received through the ana­logue tele­phones and Skype for Busi­ness.
• The solu­tion offers the tra­di­tional Hamburg-​based com­pany a uni­form plat­form for inbound tele­phony and online and video con­fer­enc­ing for its inter­na­tional loca­tions.
• The new sys­tem has quickly become pop­u­lar. „In our cur­rent com­mu­ni­ca­tions, Skype for Busi­ness is indis­pens­able, as it offers all employ­ees across all loca­tions a uni­form plat­form for tele­phony, online con­fer­ences, videos and approval of con­tent”, says Andreas Laschus, IT Ser­vice Man­ager from Hauni’s user ser­vice team.

If you are also inter­ested in mod­ern­iz­ing your Con­tact Cen­ter, please do not hes­i­tate to con­tact us.