Starting Point

  • Use of a wide range of systems and technologies company-wide
  • Current business requirements cannot be implemented
  • Set up of a new service center and consolidation of service lines

Task

  • Development of a contact center solution for 850 agents, 12 areas and 2 main service lines in 12 months – from A to Z
  • Evaluation of market and possible manufacturers, request for information with common manufacturers
  • Preparation of business and system specification
  • Proof of concept
  • Design, planning and preparation of infrastructure
  • Tender/request for proposal
  • Accompaniment of build process and implementation
  • Expansion to various functional levels (outbound, application integration, EU-wide application)

Develop and implement an innovative contact center platform for 850 agents

Utilisation/Result

  • PBX independent contact center platform
  • Provision of an innovative, high-performance platform for the new service center

The facts

  • Interactive intelligence
  • CIC
  • Avaya Aura
  • Unify OSCC

Your contact

Markus Lill, +49 (0) 7033 54884 13, m.lill@deliberate-gmbh.de