OUR SUCCESSES

A SMALL SELECTION OF OUR PROJECTS

With Genesys Cloud, we can obtain all functionalities from the one, central system of one manufacturer, which is important to us. And with Deliberate, we have a competent partner at our side who is providing us with the best possible support on our way into the digital future.

Hans-Jörg Fadda, Diplom Economist
Managing Director of eco24 GmbH

A lot often comes together for the customers of eco24, a private debt consulting firm based in Göppingen, Germany. In order to maintain an overview at all times, cushion the sudden increase in communication volume and make well-founded decisions together with the customers, it was necessary to switch to a reliable, cloud-based and central communication solution.

Genesys Cloud provided debt counseling with exactly the functionality they required. The reliable implementation partner in the very quickly realized project was the Genesys Advanced Cloud Partner Deliberate from Böblingen.

Customer:
eco24 GmbH

Branch:

Debt Counseling for Private Individuals

Locations:
Göppingen and Halle a. d. Saale

Users:

50 and growing

Challenges

  • Lack of compatibility with Salesforce
  • No robust reporting
  • Lack of flexibility
  • Costly telephony

The Genesys Cloud meets our requirements 100 percent. (...) In general, we are very happy to have Deliberate GmbH as a strong partner at our side.

Project Manager at Paul Hartmann AG

Paul Hartmann AG is not only the oldest German bandaging materials factory, but also the manufacturer of well-known brand products such as Kneipp. Based in Heidenheim an der Brenz, the manufacturer of medical and care products is a broad-based, globally operating medium-sized company with a focus on diversification. The company, which has been in the market for 200 years, is aware of the importance of an adequate digitization strategy for its future success. Communication is a key component of this strategy.

Paul Hartman has therefore decided to deploy the Genesys cloud platform in the contact center to expand its communication strategy. Deliberate implemented the solution, which now completely covers the areas of inbound, outbound, chat and e-mail.

Customer:
Paul Hartmann AG

Branch:

International Manufacturer of
Medical and Care Products

Location:
Heidenheim an der Brenz

Users:

90 and growing

Challanges

  • Clear requirements through unambiguous IT strategy
  • Uncomplicated roll-out, administration and maintenance
  • Simple usability of the contact center solution
  • Problem-free integration with other systems
  • Cloud-based with maximum data protection and security

Instead of having to contact eight different providers for the PBX, as was previously the case, Genesys partner Deliberate is now the single point of contact for any maintenance or changes to the system via the ticket system.

Project Manager Food Multi

A food producer from southern Germany achieved impressive growth in just a few years: from 4,000 to 24,000 employees.

The challenge, however, was that the service infrastructure could no longer keep up with this development. It was too heterogeneous, not scalable enough, too maintenance-intensive and no longer up to date. no longer up to date. This was the verdict of the IT managers, who identified several construction sites at once.

The solution to these problems was the Genesys Cloud™, which also scored points with its unbeatable price-performance ratio.

currently only German version available

Customer:
Food Multi

Branch:

Food Producer

Location:
Bavaria, Germany

Users:

10 and growing

Challanges

  • Complex heterogeneous service infrastructure
  • Lack of scalability
  • High maintenance
  • Not up to date and lacking future security

BACKGROUND

For the specific environments Genesys Contact Center and Cisco Unified Communications Manager, the customer reinforces by external expertise in the provision of operational services

Managed Services Genesys Contact Center and Cisco Unfied Communications Manager

Environment for end customer

TECHNOLOGY

Technical Platforms: Genesys Contact Center with Cisco CUCM

Benefits

High quality operational performance for Genesys and Cisco in the overall context of the service workforce.

Customer:
Service Provider

Branch:

Finance & Insurance

Location:

München

Users:

4.000 telephony users, including about 650 service employees

Challenges

  • Managed Services
  • Genesys Contact Center
  • Cisco Unified Communications Manager environment for the end customer

BACKGROUND / INITIAL SITUATION

The client was in the process of evaluating cloud contact center solutions.

180 own agents at three locations + homeoffice, as well as additional agents from external service providers were to be brought together on one platform.

A solution was sought that would not only replace the former telephone service 1:1, but it should also be possible to add other channels and solutions such as e-mail, chat, social media, video telephony and others in the future.

In addition, the solution should allow a high degree of self-management and internal processes should be partially or fully automated by the solution.

APPROACH

A proof of concept (PoC) was conducted together with Genesys, which was successful and convincing.

Since German support was desired, Deliberate was brought in with its expertise from Genesys for this project.

With its expertise from the voice and contact center environment, Deliberate, together with Genesys, was able to convince the customer of the cloud-based omnichannel platform Genesys Cloud.

Benefits

Cloud-based omnichannel platform that is future-proof and can bundle all channels on one platform.

High flexibility in connectivity (three different carriers) and routing strategies.

German language support and comprehensive support services.

High degree of self-management, saving managed service costs.

Provision of a dedicated test environment to drive further development of the platform in-house.

Customer:
Service Provider

Branch:

Real Estate

Location:

3 Locations
+ Homeoffice
+ External Contractor

Users:

about 180 Agents

Challenges

  • Genesys Cloud Contact Center
  • POC
  • Managed Services
  • Support

BACKGROUND / INITIAL SITUATION

The client was in the process of evaluating cloud contact center solutions.

The existing inbound and outbound solution, as well as the office telephony, was to be quickly replaced by a cloud solution - approx. 40 service employees and 260 business telephony users.

A significant improvement in accessibility should be achieved.

Inbound queue should allow customers to optionally request callbacks from the waiting field.

APPROACH

In a customer workshop, the advantages of a cloud-based contact center solution and, as a result, the benefits of the Genesys Cloud solution were elaborated.

In an additional workshop, the customer requirements were recorded and documented, and the project was planned.

The implementation was successfully completed after the basic setup together with the customer in an agile project approach.

Benefits

The customer has received a cloud-based omnichannel contact center platform that can be used regardless of location.

Faster, consistent and transparent processes for inbound and outbound thanks to Salesforce integration.

One system for all employees, contact centers and office staff.

With the know-how built up over the course of the project on the customer's side, as well as Deliberate's service, the customer can react quickly and flexibly to future changes in requirements.

Customer:
Chancery
for Consumer Protection

Branch:

Legal Services & Advocacy

Location:

Berlin

Nutzer:

about 40 Service Employees

about 260 Business Telephony Users

Challenges

  • Genesys Cloud Contact Center
  • Communicate / Business Telephony
  • Salesforce-Integration
  • Support