Successful campaigns in the Cloud


no. 06/15


Successful campaigns in the Cloud

As a central platform the "ELSBETH" outbound solution provides a high level of quality, transparency and objectivity.

Frankfurt am Main, 07 May 2015 - If different call centres are simultaneously involved in one and the same campaign, the results may often be difficult for the client to measure objectively. The reason for this is that the use of different software programmes makes comparisons almost impossible, while at the same time the individual process stages may not be sufficiently transparent. The quality of a campaign can suffer seriously as a result. In such cases the answer is an outbound communication solution which is hosted in the Cloud and can be accessed by each call centre. The system is provided by IT Sonix AG, a part of Enghouse Interactive.

The distribution of different tasks relating to an outbound campaign across several call centre providers offers the client benefits such as coverage and capacity. However, due to the fact that call centres may have varying infrastructures it often happens that the execution of the campaign is not effective. In the absence of comparable tools, reports and performance overviews can't be fully coordinated with one another.
At the same time compliance with company-specific (and legally relevant) dialling rules in "predictive dialing" is not always ensured, and customer/potential customer data is widely distributed. The outcome is that the results of the campaign can't be fully and objectively evaluated, and there is no guarantee that compliance with the legal requirements relating to the number of contact attempts and data security can be certified.

A central platform in the Cloud

The way to solve this challenge in a way which is both low-cost and financially lucrative was recently demonstrated by the E-Plus subsidiary Telefónica Germany. As part of a campaign involving several call centres, the mobile phone service provider made the "ELSBETH" full-service outbound solution available centrally in the Cloud. Interventions in the ITC systems of the call centre operators were not required. The outbound solution remained on the server of the mobile phone service provider, while the individual call centres received the necessary rights to use the data for the implementation of their respective tasks.
"ELSBETH" is a user-friendly all-round solution for the effective and economical implementation and management of telephone campaigns. The developer and supplier of "ELSBETH" is IT Sonix AG, based in Leipzig, which since March 2014 has been part of Enghouse Systems (TSX: ESL) and of the Enghouse Interactive family, one of the world's leading producers and providers of customer interaction solutions.

High quality, low cost

Without any loss of time and after only half a day's training the individual call centre operators were able to begin work immediately, with a high level of transparency for all concerned. As a result, among other advantages it was possible to upload reports and performance overviews at any time to the central platform in the Cloud by the call centre operators, and then accessed by the client on his own server at the click of a mouse - without additional administrative or labour costs for either the client or the call centre. The central campaign structure and the direct connection to the telephony network of the mobile phone service provider created additional efficiency gains.
Another advantage of the Cloud solution is that since all call centers use the same outbound software in "ELSBETH" and can therefore concentrate fully on the campaign, it becomes possible without difficulty to comply fully with all the requirements, modifications, reporting and time intervals of the campaign.

"Together with IT Sonix we have, thanks to the central dialer platform, experienced a great improvement in terms of outbound performance, quality and process efficiency," states Christian Tromm, Team Manager Telemarketing E-Plus Mobilfunk, Telefónica Germany subsidiary.

Enghouse Interactive is a global leader in providing solutions that deliver differentiated customer experience and maximize the value of every customer interaction. Enghouse Interactive’s comprehensive portfolio of interaction management solutions span multi-channel call centers, Computer Telephony Integration (CTI), self-service Interactive Voice Response (IVR), knowledge management, operator con-soles, call recording and quality monitoring, media voice services, and outbound dialers. These solutions support any telephony environment and flexible deployment options, on premise or in the cloud. With Enghouse Interactive solutions, your customers can reach you anytime, anywhere, and anyhow. Enghouse Interactive is a subsidiary of Enghouse Systems Limited, a software and services company traded on the Toronto Stock Exchange (TSX) under the symbol "ESL." Founded in 1984, Enghouse Systems is consistently profitable, and has grown both organically and through strategic acquisitions. Andtek, Arc, CosmoCom, Datapulse, IAT Smartdial, IT Sonix, Safeharbor, Syntellect, Telrex, Trio, Voxtron and Zeacom are trademarks of Enghouse Interactive. Learn more at


Further Information:

Enghouse (Germany) GmbH
Astrid Pocklington
Darmstädter Landstraße 213
60598 Frankfurt am Main
phone: +44 118 972 8410

© Fuchs Pressedienst und Partner

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