"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, Feb. 15, 2012 /CNW/ - 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. 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.

"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).

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.

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