Call center with brains: Intelligent Contact Center from Telefónica Germany
MUNICH. Telefónica Germany provides companies that have intensive contact with customers by telephone with a powerful call center solution. Technical and organizational processes in customer service are optimized with the Intelligent Contact Center (ICC), without the companies having to invest in their own telephone infrastructure.
The heart of the Intelligent Contact Center is the Automatic Call Distribution (ACD): With its intuitive user interface, incoming queries can be easily processed. For instance, the calls are automatically directed to the contact person with the best specialist knowledge. Furthermore, this automatic distribution provides for better resource utilization since queries are intelligently distributed to the free employees in the call center. Other modules include the ICC Recorder for recording and archiving calls for quality purposes, the ICC Interactive Voice Response for the automatic answering of standard questions and the ICC Text to Speech for recording professional announcements. Another strength of the Intelligent Contact Center is its ability to integrate communication channels such as e-mail, chat, voice recording and fax in addition to voice calls.
"Customers always want particularly fast and reliable answers from telephone service. Every minute counts and that's why call centers have to work very efficiently", says Johannes Pruchnow, Managing Director Business Telefónica Germany. "The installation of suitable professional solutions is a challenge for many companies, but with our Intelligent Contact Center they only need telephones and an Internet connection. There's no business risk due to high hardware investments." The Intelligent Contact Center is characterized by its simple user interface and is based on a simple license model that is according to the number of workplaces. It can be flexibly and easily adapted to the needs of companies and be integrated into existing IT infrastructures at an economical price. For more information see: www.o2business.de/icc
|Telefónica Germany GmbH & Co. OHG and its brand O2 belong to Telefónica Europe and are part of the Spanish telecommunication group Telefónica S.A. The Company offers its German private and business customers postpaid and prepaid mobile telecom products as well as innovative mobile data services based on the GPRS and UMTS technologies. In addition, the integrated communications provider also offers DSL fixed network telephony and high-speed internet. Telefónica Europe has more than 58 million mobile and fixed network customers in Great Britain, Ireland, the Czech Republic, Slovakia and Germany.|