A holistic IP solution was set up in exactly six weeks
Brussels, Belgium, 25 June 2008 – adm Group, the largest owner-managed call center company in Germany, and Altitude Software, a leading independent global contact center solutions vendor, have set up a customized contact center solution for T-COM’s hotline on record time. T-COM, a legacy telephone and fixed network carrier and IPTV operator company within the Deutsche Telekom Group, has recently decided to outsource about 45,000 employees to a new service company. In this process, the main customer hotline for T-COM – called KT1000 – was set to be outsourced to several partner companies, one of them being the adm Group. To this effect, T-COM provided adm Group with a fully locked LAN-infrastructure for PC’s and servers, thus ruling out the local deployment of software on the agent PC’s.
T-COM required an inbound campaign with complex reporting, real-time monitoring, and agent-specific listen-in and recording functionality, supporting quality management. T-COM urged adm Group to set up a contact center solution for a complete support system, 500 seats and 600 well-trained agents – spread over three locations – in as little as six weeks. adm Group had exactly 1,008 hours at its disposal to get everything in place before the first call would arrive.
The solution adm Group came up with is based on Altitude Software technology. adm asked for a VoIP system, but with classic E1 connects, based on IP hardphones with an embedded browser. The solution had to be able to scale to 250 seats per site with access to adm databases to build its own interfaces for reports and monitoring applications. Altitude Software designed a solution for 600 agents, distributed across the contact centers in Mannheim, Berlin, and Rostock, on time.
“Altitude Software allowed us to build a specialized system for the T-COM project within a very narrow timeframe, providing us with all necessary functionality. The VoIP system offers a reliable solution with high quality of speech. As a matter of fact, we have started working on an outbound set-up based on Altitude technology as well,” declared Paul-Daniel Weeber, Application Developer adm Group. The solution is based on the Altitude uCI multimedia customer interaction suite, and on Altitude’s vBOx IP communications platform for inbound calls, including full recording and remote listening functionality.
The solution supported an additional webservice interface, that was integrated to allow instant reporting on the number of available agents. The interface also asks for additional information about each accepted call and displays it on the agent’s hardphone. adm also had developed a second interface: a traffic light system (i.e. “Ampelsteuerung”) that shows green light for call routing when an agent is actually ready to handle the call. This interface uses additional information coming from the Altitude database and from customized server components running on the Altitude Assisted Server. The so called “traffic light” server is based on a JAVA application server and was developed by adato GmbH. The adato Webservice interacts with the Callcontrol a web-Interface for managing the entire T-Com project.
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About adm Group
adm Group is the largest owner-managed call center in Germany. Established in 1993, adm runs four contact center sites in Mannheim, Berlin, Rostock, and Anklan. adm employs 3,400 agents, receiving 120,000 inbound and 60,000 outbound calls per day. Over the course of the past fifteen years, adm has worked for clients in various sectors, including healthcare, energy, internet and telecommunications, banking and financial services, media, publishing, and so forth.
About Altitude Software
Altitude Software is a leading independent contact center vendor with the Altitude Unified Customer Interaction™ (Altitude uCI) product line. Altitude uCI manages and improves customer relationships for each new interaction in a wide range of contact centers, from SMEs to large multisite organizations.
Altitude uCI is a cost-effective application suite conceived to improve the overall productivity of the contact center. Since Altitude uCI was engineered to integrate easily with enterprise front office and back-office systems, Altitude uCI delivers significant cost benefits, revenue benefits, and intangible benefits with a limited upfront investment. Altitude uCI not only allows users to achieve return on investment in a limited time frame, but also provides a successful solution to their customer interaction and organizational efficiency strategies.
Altitude Software serves around 800 customers of all sizes (with more than 200.000 licenses) in about 60 countries worldwide, both directly and through a wide network of partners. Altitude Software has 18 Offices in four continents. From its Belgian branch in Brussels, Altitude Software serves the Benelux market and the Central European market, as well as global accounts. Please visit us at www.altitude.com.
