The CCW celebrates its 20th birthday


The right add-​on for every inquiry

As part of this year’s Call Cen­ter World – the Inter­na­tional Con­ven­tion Fair for Cus­tomer Ser­vice, Com­mu­ni­ca­tions & Con­tact Cen­ter – IP Dynam­ics pre­sented a com­pre­hen­sive port­fo­lio from 27 Feb­ru­ary to 1 March 2018 to meet the increased ser­vice demands of cus­tomer ser­vices.

In addi­tion to our pre­sen­ta­tion of web-​based real-​time mon­i­tor­ing, which reflects the cur­rent work­ing state of the Con­tact Cen­ter, the inter­ac­tion between True­Act and the Vox­tron Com­mu­ni­ca­tion Cen­ter was also shown. With the intel­li­gent ticket sys­tem from the com­pany Pidas, for exam­ple, a com­plaint sent by e-​mail can be cor­rectly cat­e­go­rized by AI. Due to the skill-​based media rout­ing from the con­tact cen­ter, the request, respec­tively com­plaint in this case , ends up to the most appro­pri­ate employee.

Use of voice bot

Our lit­tle high­light was a live demo of the voice­bot.
In an insur­ance sce­nario in which the cus­tomer con­tacts his insurer by tele­phone, he is wel­comed by a sym­pa­thetic voice in the form of a voice bot and asked how one can help. After the cus­tomer has com­mu­ni­cated his rea­son for the call, a series of queries that con­tribute to the iden­ti­fi­ca­tion, such as name the date of birth, postal code and /​or the insur­ance num­ber. With the rou­tine ques­tions that have already been answered, the cus­tomer is now for­warded to the right ser­vice employee who takes care of the customer’s request.

If you are inter­ested in fur­ther infor­ma­tion about voice­bots, we rec­om­mend the webi­nar from our voice­bot expert Jür­gen Haas „Sprach­bots – Mensch-​Roboter-​Kollaboration in Ihrem Con­tact Cen­ter“ on 15 March at 15 o’clock (only in ger­man).

In total, the CCW 2018 was again a very suc­cess­ful trade fair with around 8,200 vis­i­tors and 270 exhibitors. IP Dynam­ics says THANK YOU to our cus­tomers, vis­i­tors and to the orga­nizer.

Do you have ques­tions about our prod­ucts and ser­vices?

Then feel free to con­tact us! We look for­ward to hear­ing from you.