Volkswagen AG
Multisite AgentOne® for Germany’s largest car manufacturer
Solution:
- AgentOne® ContactCenter with 2000 agents and 120 supervisors
- 2000 SIP-based queue channels
- Geo redundancy via two central data center locations
- Extensive IVR system with several international languages
- Connection to Mitel MX-ONE PBX system
- Integration of several international sites
- Inbound and outbound incl. multimedia routing
Highlights:
- Encrypted client-server communication
- Use of emergency routing in case of failure of the central routing engine
- Integration of PKI authentication
- Counterparty recognition
- Connection to Salesforce CRM system
- Switchboard completely redeveloped for this application
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