Germany’s rail company Deutsche Bahn has adopted an all IP customer contact system at six major call centres to take advantage of voice over IP.
The system was jointly delivered by Wicom and Hewlett-Packard. DB Dialog is part of the Deutsche Bahn Group and specialises in customer services, managing call centres across multiple locations in Germany, including Schwerin, Berlin, Hannover, Hamm, Karlsruhe and Frankfurt.
DB Dialog’s call centres handle about 12 million customer contacts per year, nine million of which are telephone queries. At peak times, the call centres receive an average of one call per second.
Working with Hewlett-Packard and DB Systems, an IT subsidiary of Deutsche Bahn, the six call centres were migrated to VoIP in just four months. DB Systems now operates the complete system, including Wicom’s software, from its two IT centres in Berlin.
“With the help of the VoIP solution, we have successfully reduced costs while increasing service levels,” said Iris Gassi, director of customer solutions at DB Dialog Telefonservice. “We can now deploy our existing resources more efficiently while offering our customers a faster and more capable service, she said.
By the middle of the year, 1,300 agents will be using the VoIP system, handling approximately 25,000 calls per day, said Gassi.
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