Stadtwerke Düsseldorf AG

AgentOne® on Active Service as a Multichannel Solution


  • Multimedia AgentOne® ContactCenter for 110 agents
  • Telecommunications system Mitel MX-ONE
  • Self-service for meter reading and bank data recording
  • Routing of emails from reply one
  • Chat via customer portal


  • Call routing with customer-specific callflows
  • Recording and SilentMonitoring for service providers
  • Customer-specific classification surface
  • Message ticker for agents and supervisors
  • WebCallback
  • SAP Workflow for routing operations

Success Story

Beating the queues

Sikom sets up modern Contact Center for Stadtwerke Düsseldorf Guido Wolf, head of the Customer Care Center at Stadtwerke Düsseldorf, the city’s department of public works, uses imagery from the construction sector to describe Sikom Software GmbH’s accomplishments. “It is often easier to build a whole house on a fresh plot of land than to simply renovate a bathroom. Replacing bathroom equipment means integrating the new fi ttings into an older environment, which is not always straightforward. Starting with a ‘blank slate’ removes many of the hurdles.”…

Read the full case study here: PDF

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