KKH Kaufmännische Krankenkasse
Optimisation of Customer Service for all Contact Channels across locations
Solution:
- Redundant AgentOne® ContactCenter with 658 agents
- Routing of Voice in and outbound, Email, written documents
- On-premises installation on VMware, connection to CISCO CUCM
- Rollout for 8 regional centers and 24 competence centers
Highlights:
- User administration via ActiveDirectory incl. Single Sign-on (SSO)
- Interface to Verint workforce planning
- Connection of the document management system for the routing of processes
- Callback function from the queue
- Individual call flow adjustments for the forwarding
of calls
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