R+V Versicherung

The ini­tial sit­u­a­tion

With more than seven mil­lion cus­tomers, R+V Ver­sicherung is a lead­ing insur­ance com­pany in Ger­many. R+V is part of the coop­er­a­tive soci­ety Finanz­Gruppe Volks­banken Raif­feisen­banken and offers its cus­tomers cus­tomized, inno­v­a­tive insur­ance solu­tions.
In 2011, the insurer decided to renew the company-​wide Con­tact Cen­ter plat­form with the help of IP Dynam­ics.

The chal­lenge

• Every day, R+V deals with 30,000 to 35,000 calls in their com­pa­nies in Wies­baden, Karl­sruhe, Mün­ster and Ham­burg, which have to be dis­trib­uted to about 800 ser­vice cen­ter agents.
• In a short project time, the cen­tral con­tact– and telephony-​application of the R+V ser­vice cen­ters, a CRM-​application and the HSPC/​IPC-​application of the cen­tral cus­tomer ser­vice of the insur­ance com­pany had to be inte­grated into a Vox­tron Com­mu­ni­ca­tion Cen­ter.

The solu­tion

• A highly avail­able Vox­tron Com­mu­ni­ca­tion Cen­ter was set up at R+V’s com­puter cen­ter in Wies­baden. It takes care a cross-​location call dis­tri­b­u­tion for the dif­fer­ent inter­nal cus­tomers with their more than 150 ser­vice num­bers.
• The Vox­tron Com­mu­ni­ca­tion Cen­ter con­trols the redun­dant Vox­tron Media Gate­ways that are con­nected per IP to the local PBXs.
• The tech­ni­cal sys­tem mon­i­tor­ing of this com­plex IT– and PBX infra­stuc­ture hap­pens locally but also at a dis­tance over an exten­sive sys­tem with alarms, warn­ings and sta­tus noti­fi­ca­tions.

The result

• The project was com­pleted in just eight months. Only one day after the go live, the new Con­tact Cen­ter plat­form was able to prove its reli­a­bil­ity, as the R+V Ser­vice Cen­ter was in high demand due to a heavy storm.
• Team lead­ers and admin­is­tra­tors run the com­plete Con­tact Cen­ter sys­tem by them­selves, from cre­at­ing and man­ag­ing users, con­fig­ur­ing open­ing hours and announce­ments to data­base queries in the inte­grated speech por­tal.
• Next to call rout­ing, R+V uses the Vox­tron Com­mu­ni­ca­tion Cen­ter to dis­trib­ute emails and faxes among its employ­ees.

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