Banks and insurance companies
Establishing a virtual service center at a bank (350 employees)

fiebig+team implemented a new centralized and homogeneous telecommunications infrastructure for a bank with 60 branch offices in Europe. An important component of the new system landscape is the bank’s service center of 350 workplaces, which was set up by fiebig+team as a virtual, cross-company call center. VoIP is used to economically route calls between branch offices over the bank network. Bank customers benefit from the optimized call distribution which automatically finds the ideally qualified employee for handling each customer call. Thanks to computer telephony integration (CTI), service center staff have instant access to the complete customer record when taking the call. A workflow engine also allows calls, emails, faxes and other messages to be distributed to service center staff based on predefined priorities. fiebig+team also installed a reporting system for the international bank which allows service center management to access all important information about processing customer requests, at any time and in various media.

The successful outcome: A win-win scenario for bank customers and the financial institute with ROI attained by the bank within a short period of time.

Public-sector clients
Establishing a virtual service center at a publicly financed business institution (50 employees)

A public economic institute hired fiebig+team to implement a new telecommunications infrastructure. The new platform using state-of-the-art technology was chosen to take the place of the out-of-date ACD platform; three additional sites were to be included and reachability for the organization as a whole needed to be improved. In addition, management was to received important information on the work efficiency of at their service center, for example the number and duration of calls taken. It was also an important consideration for monitoring was observing the required legal protection of a employee’s personal rights. fiebig+team built the new platform and provided a perfect integration of the new sites using Voice over IP (VoIP); the requested evaluation reports for management was carried out by fiebig+team in close consultation with the personnel council and ensured that applicable legal requirements were observed. Custom-designed training seminars by fiebig+team rapidly familiarized call center employees with the new functions.

The results: This investment in new infrastructure makes all employees at the institute much easier to reach and enables them to carry out their work more efficiently at the same time.

Software industry
Establishing a service center for a software house (200 employees)

fiebig+team completed the integration of three additional branch offices into a call center network for a well-known software company. The key area of focus in this project was planning and designing as well as rolling out an QoS-capable WAN (quality of service) for leveraging cost benefits from the use of Voice over IP. fiebig+team migrated the legacy platform to the newest technology linked the three new call center locations within a virtual platform.

Technological advantage: The newly introduced system allows the software house to store the performance features centrally and to manage its system centrally, substantially lowering  costs for these tasks. Uniform reports from all branch offices make the process transparent across all branches.

Tourism
Setup of a reservation desk for a hotel chain (30 workplaces)

A hotel chain with 19 hotels located throughout Europe needed to have a central reservation desk implemented. The most important requirements for the new system were connection to the hotel chain’s existing reservations system, implementation and integration of an email management system and a workflow engine.

The customer was benefiting from the scalable, high-availability system implemented by fiebig+team within a short period of time. Lowering process operation costs, perfect transparency within reservations records as well as reservations revenues from cross-selling and upselling.

Mail order and online trade
Establishing a service center for a mail-order company (150 employees)

A mail-order company was experiencing a high rate of people hanging up on their call center as well as an insufficient level of service. The company brought in fiebig+team in order to modernize their ACD platform and reporting system to reflect the latest technology available. fiebig+team wrote the specifications, assumed responsibility for bidding process management and implementation of the new system, including skill based routing (SBR), reporting and management of pre-recorded messages.

The new technology allowed the mail-order company to considerably increase the reachability of its customers while at the same time significantly reducing annual temporary work costs.

Utilities
Establishing a service center for a utility company (500 employees)

fiebig+team received an order from a larger utility company to migrate its legacy system to a new platform, to optimize call flows and to link up additional company sites. A special challenge within the project was the highly heterogeneous system environment with a predictive dialer, video call center, staff deployment planning software, fee evaluation and Interactive Voice Response (IVR). Experts at fiebig+team tested the corresponding interfaces, programmed the new call distribution after consulting with the client and configured the existing WAN with corresponding QoS parameters for the use of Voice over IP.

A convincing outcome: Reachability and service level was substantially increased thanks to the new technology—revenues jumped for the utility as well.

Would you like to learn more about our customers and projects? We would be pleased to send you our detailed references upon request.