313 — Innovative Contact Center solutions for efficient customer communications

Jul 9, 2002 | Conteúdos Em Ingles

At this year’s CeBIT, Tenovis, the provider of Business Communication services, is demonstrating tried and trusted tools to optimize customer communications.

Modular Contact Center solutions make it possible to process all incoming customer inquires received by telephone, E-Mail, fax and the Internet in a single system – regardless of the tele-communications system installed in the customer’s company

Integrated Voice over IP agents ensure, moreover, that the features can also be accessed by remote locations, thus making it possible to integrate remote and home offices into an existing Contact Center. All the users need to do is log on to the company’s corporate network.

BCC-Office for smaller companies: The Call Center solution BCC-Office enables smaller and me-dium-sized companies or individual divisions within major cor-porations to benefit from the advantages Call Centers offer to customer communications. Customers can be connected quickly to a competent contact, a crucial factor for raising customer satisfaction. Frequent engaged signals, multiple connections within the company and being routed to the wrong person are now a thing of the past.

BCC-Office can be incorporated into the company without the need for any organizational changes. Calls are distributed among the employees in the various departments. BCC-Office offers a choice of ten dial-in topics and the definition of various competency features for the employees – ensuring that the customer is always connected to the most suitable, free agent.

Individuals who are registered in the system’s proprietary data-base can be identified on the basis of their number, enabling the employee to recognize the caller when taking the call and greet the same by name.

In the case of certain, special customers, a personal contact can even be defined to take all calls from this customer.

If all employees are on the telephone, the call is put on hold, with topical announcements to shorten the waiting time.

A central screen with a clear layout helps to evaluate the vol-ume of calls, offering the supervisor important information, for example in respect of the number of calls received with regard to individual issues, and of the deployment of individual em-ployees.

Tenovis: Tenovis has some 6 800 employees taking care of the needs of its 200 000 customers in 82 client
centers throughout Europe. The service provider offers intelligent and efficient business communication solutions focusing on the convergence of tele-communications and the Internet.

The product spectrum ranges from telephone systems, solutions for Internet telephony and terminals to telehousing, multimedia services, business contact centers, outsourcing concepts and industry-specific solutions. In the year 2001 Tenovis generated revenue of approximately one billion euros.

Tenovis is owned by the American Private Equity firm KKR (Kohlberg Kravis Roberts & Co.).

For further information please contact:
Susanne Theisen
TeamCoach Press Contacts and Public Relations
Tenovis, Kleyerstrasse 94, D – 60326 Frankfurt am Main
T +49 (0) 69 7505 – 75 96
M +49 (0) 163 – 505 7596
F +49 (0) 69 7505 – 2879 [email protected] www.tenovis.com


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