In the past, this path was quickly closed off because the costs for lines and connections were too high, but these restrictions have been eliminated today. Standardized network connections and protocols, above all VoIP, as well as sufficient availability of bandwidth at affordable prices make this scenario technologically possible and commercially interesting.    

The Intelligent Network solutions offer service numbers at rates usual on the market, skill-based routing, and other options for solutions which are suitable for organizing customer service across different locations. The decisive step to optimization is here in the increase of productivity by intelligent overrun ­scenarios among a number of locations so that all employees are utilized optimally. Call distribution across locations can be realized in this case without own hardware by the use of WebACD technologies. Response capability on short notice for the redistribution of volume or the expansion of capacities during incoming call peaks is provided here by the possibility of ad hoc connection of additional agents or workers from the back office area regardless of the geographical location.

A major benefit from the customer’s viewpoint is that operative adjustments in workflow can be made without any ­recogniz­able impairment in reachability. On the contrary, improvements in productivity and greater utilization of capacities create space for increasing these significant key indicators. The technological ­development of unified communications assures additional drive for a virtual structure in the sense of seamless communication over a number of channels. Waiting times “on hold” and the number of contacts which are transferred internally are drastically reduced. It is possible to identify at any time whether an “expert” or supervisor is immediately available from any of the locations. The contact to the right person is established more quickly, the time for the solution of a request or problem is significantly reduced. Yet another lever in the direction of ­customer satisfaction! At the same time, the integration of ­telephony and front end systems, computer telephone integration (CTI), ­enables accelerated transmission of relevant information and ­customer data so that the callers must describe their queries only once, even if calls are transferred further.   

Technological consolidation – as well as the previously ­described scenarios – is based on careful screening and a detailed analysis of the existing architecture. At this time, widely differing ­dimensions of existing technology, e.g., front end and telecommunications equipment, must be examined with respect to their features and their interaction.