T-Mobile Austria (News - Alert) is the second biggest mobile operator, and has over four million customers. In the last couple of months, the company has been moving in all sorts of directions. Back in October, it hired a new CEO and recently re-launched its "European Routing Platform Customer Service," and now the mobile giant has moved its contact center solution to the cloud.
To support all of its 500 agents, T-Mobile has chosen to go with Interactive Intelligence (News - Alert) Group Inc’s Customer Interaction Center (CIC) IP communication software because it found it to be rather flexible and has a great repertoire with over 5000 customers worldwide. The convenience of European data centers for a cloud deployment option was also considered.
Telephone companies now seem to be putting their platforms into the cloud, and now T-Mobile has joined in this new age technology. The agents will be supported between two sites and will be able to help customers in a more sophisticated manner by any avenue they choose such as phone, mobile application, Web, e-mail, as well as social media platforms.
Werner Weiss, T-Mobile’s project manager states, “CIC’s flexibility, cloud deployment option, and value for the money were key in winning us over. However, the deciding factors were our very positive impressions based on customer reference site visits, and Interactive’s exemplary approach to project planning.”
The CIC is set to go live this summer, and there have been project teams from both T-Mobile and Interactive that have been put in place.
T-Mobile Austria is a subsidiary of Deutsche Telekom AG (News - Alert), and with its international stance is able to offer customers great benefits from various services and products from home and abroad.
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Edited by Brooke Neuman