buw increases efficiency with new contact center software


no. 07/15

buw increases efficiency with new contact center software

The multichannel solution from Enghouse's Voxtron brand provides the buw Group with full integration and maximum flexibility.

Ahlen, 08 June 2015 – continuously improving customer service – numerous financial services, insurance, industry, and trade companies, call centre operators, and energy providers have already mastered this challenge with the software "Voxtron Communication Center". This customer interaction solution from Enghouse Interactive's Voxtron GmbH has also been in use for several months by the buw Group, one of the leading customer service providers in Germany – saving them a lot of time and effort.

The buw Group has its headquarters in Osnabrück, and as the only dialogue service provider in Germany with 5,900 employees it offers comprehensive consultation regarding all aspects of customer management from a single source. The core competencies of buw include the creation and maintenance of digital customer services, business process outsourcing (BPO) in the financial sector, debt collection and accounts receivable management, the optimisation of existing sales processes, and consulting with a focus on sales, service, and customer care.

buw has been using the customer interaction solution "Voxtron Communications Center" from Enghouse's Voxtron brand for tasks in the area of customer consultation/support (inbound / outbound) since the beginning of 2015. "We have been looking for a fully integrated multichannel solution with open interfaces that we would be able to integrate into our heterogeneous system landscape", sasy Frank Neuenberg, Technology Manager at buw.
Since buw previously used a speech-based ACD system (Automatic Call Distribution), according to Neuenberg it was important that the new solution guarantee the independence of the customer's chosen communication channel.
Also on the wish list: the possibility of customising it themselves, in order to be capable of realising individual customer requirements. In addition, says Neuenberg, the software should have a high usability for administrators and users in customer interaction, as well as have a flexible cost model, in particular with regard to license management. A variety of individual reports, both in the past and in real time, should also allow monitoring of key performance indicators (KPIs).

Omnichannel via a single system

After a comprehensive proof-of-concept buw decided on "Voxtron Communication Center" as a multi-client capable, multichannel solution. The first things coming into play are the telephony communication channels (inbound and outbound) and email. Co-browsing, chat, and the integration of social media channels are in the planning – including in combination with third-party systems for monitoring content. Additional interaction channels such as video are an option at any time. Which communication channel the customer uses is essentially irrelevant – the "Voxtron Communication Center" guarantees independence of the customer's chosen channel via a single system. By simultaneously using different channels, the range of self-service and the integration of data from the CRM system will constitute a true omni-channel solution.

Also in play is an intelligent callback function and an integrated dashboard, the real-time monitoring of which enables optimised management of contact channels. As a central element in the workplace the frontend agent provides an overview of the incoming and outgoing communications by indicating important information about the customer at the same time as the incoming call. With additional features such as a news ticker for rapid distribution of information to teams or individual employees, call journals, and an individual set of numbers for the correct assignment of callbacks, the software becomes the central cockpit for employees.

Little effort, high usability

"In particular the utilisation of agents could be significantly increased", says Frank Neuenberg. According to buw's Technology Manager, appropriately trained agents could work in a truly blended way, i.e. different communication channels will be simultaneously analysed and thus the individual contacts optimally distributed. For example, emails could be managed automatically given good accessibility in telephony. Another advantage: with "Voxtron Communication Center" indicators relevant for the client's accounting and internal control are handled by to a single system, and largely automated. “This saves enormous time and effort”, says Neuenberg. Previously this had to be done manually with considerable effort by a combination of many diverse systems. The reporting of interactions proceeds in an integrated manner with "Voxtron Communication Center"; the reports are automatically distributed via email to the specified recipients.

"With 'Voxtron Communication Center' we have found a comprehensive omnichannel solution that allows us to completely realise our requirements", says Frank Neuenberg.

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 www.enghouseinteractive.de


Further Information:

Enghouse (Germany) GmbH
Astrid Pocklington
Darmstädter Landstraße 213
60598 Frankfurt am Main
phone: +44 118 972 8410
E-Mail: astrid.pocklington@enghouse.com

© Fuchs Pressedienst und Partner

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