Volkswagen AG

---

Multisite AgentOne® for Germany’s largest car manufacturer

Solution:

• AgentOne® ContactCenter productive system with currently 2000 agents and 250 supervisors,
  600 supervisors planned for the final stage
• Over 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

Back to overview