The recent emergence of cloud computing has enabled business owners to set up call centers without the installation of additional hardware. Cloud-based call centers are economic, secure and reliable and without the complexity of a traditional POTS (Plain Old Telephone Service).
In order to boost overall performance of its 500 customer service agents across two sites, T-Mobile Austria, a subsidiary of Deutsche Telekom (News - Alert), has selected Interactive Intelligence Group, Inc.'s own contact center solution.
Under the agreement between the two companies, the Interactive Intelligence Customer Interaction Center (CIC) IP communications software suite was selected for its flexibility, the availability of European data centers for a cloud deployment option, and proven track record backed by more than 5,000 customers worldwide.
Intelligence Customer Interaction Center will help support T-Mobile's (News - Alert) recently re-launched "European Routing Platform Customer Service" (ERPCS) project, designed to boost flexibility, integrate outbound campaigns, cut costs, and add non-voice routing capabilities.
The CIC deployment is expected to go live in the summer of 2013.
Both companies have started work between all project stakeholders, and experts from various fields. The firms are working together to detail requirements and implement them.
The first training session with Interactive and T-Mobile specialists has already taken place.
T-Mobile’s customers will reportedly be benefiting from increased efficiencies and state-of-the-art technology – critical to the success of its service channels and outsourced call center partners
“We have very high standards and Interactive Intelligence (News - Alert) has been diligent in sticking to all of them," Werner Weiss, T-Mobile's project manager, said in a statement. "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."
Looking to grow your channel opportunities? Then be sure to attend Channel Vision Expo (CVx), collocated with ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida. Stay in touch with everything happening at Channel Vision Expo. Follow us on Twitter.
Edited by Braden Becker