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Through Freeing Up the Use of Resources, GDIS Benefits from Call Center Solution

TMCnews Featured Article


April 02, 2012

Through Freeing Up the Use of Resources, GDIS Benefits from Call Center Solution

By Deepika Mala, TMCnet Contributor


Generali Deutschland Informatik Services (GmbH), one of the largest financial services groups in Germany, has recently implemented ANDTEK’s highly scalable call distribution system, featuring the "Contact Center". This will help GDIS to route incoming calls to around 1,400 employees in 5 different sites, freeing up vital chunks of agent time that used to be spent sending calls to the correct destination.


ANDTEK's "Contact Center" is a piece of software that can be integrated into existing IT environments and handles the vital function of powering incoming calls to the central number or collective line, and also automatically distributes them to the right agents on the basis of specific algorithms.

On a daily basis, GDIS solutions connect over 40,000 people and therefore it is of prime importance to leverage this solution to improve customer satisfaction in the insurance services sector. Distributing calls to around 1,400 employees in 5 different sites requires a highly scalable, always available system that can be administrated centrally and is free of complexity.

ANDTEK Application Server, which is connected over the network to the Cisco (News - Alert) Unified Communication Manager, takes on the "Contact Center" functions in this process. Both components are centrally administered directly via a web interface.

The combination of several services with the ANDTEK Application Server makes administration simpler and reduces the training period required to manage different services.

In order to supervise multiple groups and their workloads at the same time, supervisor telephones can be seamlessly integrated into the IP environment. Additionally, supervisors can also access additional services such as statistical information about agents, calls, or queue by using "Contact Center" as a CTI (News - Alert) version.

“ANDTEK’s Contact Center application was specifically designed for GDIS and meets all our requirements”, Michael Gose, GDIS project manager for the introduction of “Contact Center” said in a press release.

Introducing the system has simplified the IT infrastructure and, according to Gose, provides the basis for operating successfully as a full-service IT service provider in the finance sector. The real-time information and evaluation options enable agents to respond faster and more flexibly, thus improving revenue.




Edited by Jamie Epstein







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