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‘‘Thanks to the Internet protocol, this is now even easier than before,’’ enthuses Böhning.
Using the application, the multi-channel service center solution functions can be easily distributed to the various sites - the nationwide D S locations are combined into a single virtual service center.
‘‘Incoming calls are automatically assigned to a specific project or a specific campaign, and thus to a particular location, via the headquarters in Hamburg.
Whether book dealers, car manufacturers, courier services, energy companies or insurers, more and more companies trust in the innovative services of the D S Group.
No wonder, since the customer care service provider not only gives first-class telephone customer service, but also offers multimedia dialog across all channels.
With an intelligent communications solution based on Avaya Aura, the group can meet increasing call volumes and high customer expectations.
Mobile messaging apps are increasingly taking the place of the telephone, at least in people's private lives.And they receive the same feedback on all channels within a reasonable response time,’’ says Bernard Magin.The basis for this is a powerful IP infrastructure based on Avaya Aura.‘‘The employee can go directly into processing without a time-consuming preamble.The call duration is thus as short as possible and as long as necessary,’’ explains CIO Böhning.The solution makes it possible to control call traffic efficiently, flexibly and appropriately.Special supervisors can change the size of queues in real-time, by grouping employees into virtual teams as required, and setting routing priorities at the touch of a button.With approximately 3,500 employees, the company provides sophisticated customer care services across ten locations throughout Germany, generating more than 87 million euros per year.Small wonder: ‘‘Our clients' own customers can decide when, where and how they communicate.Thus, existing infrastructures are optimally utilized and working to capacity, and there are no additional costs, which was not the case before.Prior to switching to the Vo IP infrastructure, separate leased lines had to be switched for these kinds of solutions and reports from different telephone systems were brought together manually.