"Contact Center" for Full-service IT Service Providers

Generali Deutschland Informatik Services GmbH successfully implements a customised ANDTEK call distribution system

MUNICH AND HALLBERGMOOS, Germany, March 26, 2012 /CNW/ - With the "Contact Center", ANDTEK GmbH has a highly scalable call distribution system at its disposal, which automatically distributes incoming calls to the right agents. Using this solution, Generali Deutschland Informatik Services GmbH (GDIS), one of the largest financial services groups in Germany, routes incoming calls to around 1,400 employees in 5 different sites.

GDIS solutions connect over 40,000 people every day. The high-quality handling of phone calls at GDIS is therefore of the utmost importance for high customer satisfaction in the insurance services sector.

ANDTEK's "Contact Center" is a piece of software that can be integrated into existing IT environments. It handles incoming calls to the central number or collective line, and automatically distributes them to the right agents on the basis of specific algorithms. The so-called ANDTEK Application Server, which is connected over the network to the Cisco Unified Communication Manager, takes on the "Contact Center" functions in this process. Both components are centrally administered, i.e. directly via a web interface.

Supervisor telephones can be integrated into the IP environment in order to supervise multiple groups and their workloads at the same time. Supervisors can also access additional services such as statistical information about agents, calls, or queues. For this purpose, "Contact Center" can be also used as a CTI version.

With the aid of "Crystal Reports", one of the most popular tools for drawing up reports, you can evaluate all agent records, for example, about agents' workloads, the number of incoming calls, or received or missed calls.

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