Volkswagen AG

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Multisite AgentOne® for Germany’s largest car manufacturer

Solution:

• AgentOne® ContactCenter productive system with currently 2000 agents and currently 250 supervisors,
  600 supervisors in the final stage
• Over 2000 SIP-based waiting field channels
• Geo redundancy via two central data centre 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
• Operator console completely redeveloped especially for this purpose

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