"Contact Center": A guarantor for high customer satisfaction
ANDTEK presents a highly scalable call distribution solution for SMEs and large corporations at the "CallCenter World 2012"
Munich/Hallbergmoos, 15 February 2012 – At the "CallCenter World 2012" (Hall 3, Booth A16), ANDTEK GmbH presents a highly scalable solution that can be integrated easily into existing IT environments and is centrally managed via a web platform. "Contact Center"– phone-based or as a CTI version – is used by small and medium-sized enterprises as well as large corporations. For example, Generali Deutschland Informatik Services GmbH routes incoming calls to approximately 1,400 employees at five different locations, using the ANDTEK solution.
At the occasion of the "Call Center World 2012", the international trade fair and congress for call center management, the call center industry will be meeting from 27 February to 1 March at the Estrel Convention Center in Berlin.
The focus of the event will be on solutions that serve to process customer calls professionally, quickly and competently.
"Contact Center" by ANDTEK is a software program that processes incoming phone calls to the central phone line or hunt group, and distributes them automatically to the right agents on the basis of certain algorithms. To achieve maximum satisfaction, the agents respond - depending on their qualifications in multiple categories - simultaneously to ensure a balanced workload between the groups during times of high call volumes.
Agents can see the status of the other agents in their group on their IP phones in real time (e.g. the number of logged in employees, availability rate of the group or the number of callers in the queue).
Supervisor phones can be integrated into the IP environment to monitor several groups and their workload simultaneously. Moreover, supervisors can resort to additional services, e.g. statistical information on agents, calls or queues. For this purpose, "Contact Center" can not only be used phone-based but also as a CTI version - hence integrated into the computer.
"Crystal Reports", one of the most popular tools for the creation of report, is used to generate evaluations of all datasets of agents, e.g. of the workload of agents, the number of incoming calls or of accepted and lost calls. These evaluations are available as accumulated information, without using individualized personal data. This means that "Contact Center" also complies with legal requirements.
ANDTEK "Contact Center Software" is in use at Generali Deutschland Informatik Services GmbH (GDIS). With more than 1,000 employees and a turnover of approx. EUR 370 million, the company is one of the leading developers of information systems in Germany.
GDIS places great emphasis on high-quality processing of phone calls to ensure a high degree of customer satisfaction in the field of insurance services. Therefore the call distribution system to approximately 1,400 employees at five different locations required a highly scalable and available system which can be centrally managed.
"The Contact Center application of ANDTEK was tailor-made for GDIS and meets all requirements," says Michael Gose, GDIS project manager for the roll-out of "Contact Center." Based on the real time information and evaluation options, the agents are able to respond faster and more flexibly and thus enhance customer satisfaction.