SOKA-BAU

Complete Telephony System Change while Maintaining AgentOne® Solution

Solution:

• Fully redundant AgentOne® ContactCenter with BlueFire® Gateway for 300 Agents on Avaya ME VoIP system
• Independent test system
• Routing of tasks from the CRM system

Highlights:

• Full conversion of the PBX from ISDN to VoIP while maintaining the AgentOne® ContactCenter Solution (incl. IVR)
• Integrated message management for caller prequalification
• Intelligent distribution of calls by selective routing
• Connection to SAP System
  • Agent features (SAP CRM)
  • Reporting (SAP BI)
• Connection to ZAS CRM system