Customer Service at 1&1: Leading by Example



No. 10/16


Customer Service at 1&1: Leading by Example


Thanks to a customer interaction solution from Enghouse Interactive, the Internet provider impresses in terms of service quality and customer proximity in every respect.


Leipzig, April 11, 2016 – For its customer management, Internet provider 1&1 is employing a solution from Enghouse Interactive and with great success. The company achieved top ratings in the Hotline test by market research institute Statista and the trade magazine Chip.

For customer management, in particular for call distribution in the area of Customer Service/Customer Care, 1&1 used a decentralized call center solution for each of its locations up until a few years ago.
The company's growth made converting to a fully IP-based platform necessary, with the aim of merging all decentralized performance indicators through uniform monitoring/reporting of all service centers. Other requirements of the new solution included: Continuous transparency, cost reduction, call recording, scalability and high degree of flexibility.

Today, the company with headquarters in Montabaur employs the "Contact Center Service Provider" (CC:SP) from Enghouse Interactive. This solution is the first truly cloud-based multi-channel contact center option on the market with multi-client capability available in the standard version. Designed as a virtual all-in-one contact center suite, CC:SP offers automatic call distribution (ACD), IVR, CTI, multimedia recording and administrative tools in a single platform that can flexibly grow with demand. Thus, CC:SP is predestined for business process outsourcing and large enterprises that seek to provide several different contact centers, as well as for service providers who want to offer their customers a contact center in the cloud using a single hardware infrastructure.

According to 1&1, the Enghouse solution stands out compared to other suppliers, in particular through the open interface for integrating 1&1's own process logic CDA (Call Data Analyzer). By means of the CDA, the Internet provider is able to include many business processes as well as the current status in the routing in a custom manner and, for example, reduce the required inputs for the customer in the IVR to a minimum. By integrating the CDA, the Internet provider is able to respond to each call individually and to connect the customer to the agent most appropriate for his or her concern.

Dynamic call flow scripting is, in addition to stability and scalability, one of the biggest advantages that CC:SP offers 1&1. Here, the call flow is dynamically generated on an individual basis by means of customer and contract data and provided via web services.
Another advantage: The Internet provider now has uniform performance indicators for all service areas. Thus, call center managers are able to maintain complete transparency of all relevant performance indicators and can respond quickly to events, for example, in order to keep the customer waiting time as low as possible.

This consistent orientation to customer needs and service quality will lead to success. 1&1 is at the leading edge in terms of service hotline in Germany, as demonstrated in a large-scale test by the renowned market research institute Statista in cooperation with the trade magazine Chip. As a mobile provider, 1&1 had particularly high marks in the areas of accessibility, waiting time and service. In the category "Landline & DSL," the company was awarded the "Top Class" rating in three out of four test categories.


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, Reitek, Safeharbor, Syntellect, Telrex, Trio, Voxtron and Zeacom are trademarks of Enghouse Interactive. Learn more at

Further Information: 

Enghouse Interactive
Astrid Pocklington
Schützenstr. 2 
04103 Leipzig
Telefon: +49 341 415 841 02
Telefon: +44 118 972 8410

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