Customisable cloud platform for efficient customer service
Damovo Germany has modernised the contact centre (CC) infrastructure of the telecommunications provider Deutsche Glasfaser. To do this, the ICT service provider implemented the Genesys cloud platform, which the first service employees were able to use after just a short implementation and test phase. ‘To implement such a large-scale project within a short time frame, the project partners have to work closely together. We achieved this with a powerful team of experts,’ said Karl-Heinz Sänger, Managing Director Central Europe at Damovo.
Centrally control customer service via cloud platform
Today, Deutsche Glasfaser handles several thousand incoming customer enquiries daily, centrally via the cloud platform. The service providers commissioned to carry out the call centre activities are seamlessly integrated. Sascha Müller, Multi-Channel Manager at Deutsche Glasfaser: ‘With Damovo, we have implemented a customisable cloud solution that enables us to control customer service centrally and evaluate it using comprehensive reporting. This significantly increases transparency throughout the entire CC process. On this basis, we can make important adjustments to optimise employee deployment planning and set up targeted customer campaigns, for example.’
Flexible integration of features
Thanks to the flexible cloud infrastructure, Deutsche Glasfaser can integrate new functionalities independently and configure the system landscape individually. This enables the digital provider to react quickly to new requirements. Damovo operates and administers the server platform. Updates are automated. Damovo will continue to support Deutsche Glasfaser in the future in its efforts to further advance digitalisation in customer service, ensuring that the company is well equipped to meet new requirements.