Burda Direct GmbH
A Publisher´s challenge – combined routing of calls, emails, faxes and letters
Solution:
- Redundant AgentOne® ContactCenter with 220 concurrent agents
- Media: calls, fax, email, letters (scan)
- Parallel processing of text and phone enquiries
- Client-specific connection to CRM system for efficient communication
- Own test system
Highlights:
- Automatic categorisation
- OCR (Optical Character Recognition)
- Data extraction
- Speech recording
- Home office functionalities