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09.03.2008

Arcor gewinnt Best of CeBIT-Award 2008 von TeleTalk

Arcor gewinnt auch in diesem Jahr einen "Best of CeBIT"-Award der TeleTalk. Die Redaktion des Fachmagazins für Call Center, Hotlines und Telekommunikation prämierte in der Kategorie "Call Center- und CRM-Lösung" das Arcor-Produkt "Arcor-Interactive Voice Services ACD".

Die innovative Lösung vereinfacht den Arbeitsalltag von Call Centern, in dem sie neben der Anrufverteilung auch automatisch E-Mail- und Fax-Anfragen in die Arbeitsabläufe von Call Centern integriert. Mit dem netzbasierten Service lassen sich schriftliche Anfragen optimal und effizient an Mitarbeiter im Call Center verteilen. Insgesamt nominierte TeleTalk in diesem Jahr 22 Produkte, Lösungen und Dienste in fünf Kategorien. Bereits 2007 erhielt Arcor den Preis für sein Video Contact Center.

"Wir freuen uns, dass auch in diesem Jahr eines unserer Geschäftskundenprodukte ausgezeichnet wird", erklärt Mark Klein, Chief Business Officer von Arcor. "Der Preis zeigt die Innovationskraft von Arcor und wird das ohnehin schon große Interesse an ,Arcor-Interactive Voice Services ACD' sicherlich noch einmal verstärken."

"Arcor-Interactive Voice Services ACD" optimiert den Einsatz von Kundenbetreuern in Call Centern. Eingehende Telefonate werden gezielt an Mitarbeiter verteilt. Sind beispielsweise alle Berater im telefonischen Gespräch, vermittelt es automatisch weitere Kundenanfragen an andere Standorte oder an Mitarbeiter in Home Offices. Werden außerhalb der Bürozeiten Anrufbeantworter zugeschaltet, sendet es die Nachrichten¬eingänge als Sprachdatei per E-Mail-Anhang, sobald sich ein Mitarbeiter am System zurückmeldet.

Auch Fax- und E-Mail-Anfragen an das Call Center lassen sich mit der Arcor-Lösung effizient verteilen. Die Zustellung der schriftlichen Anfragen an die Kundenbetreuer erfolgt automatisch nach festgelegten Regeln. Der Administrator kann beispielsweise definieren, mit welcher Priorität die Dokumente bearbeitet werden.

Die Verwaltung des Systems erfolgt über einen geschützten Webbereich. Der Administrator integriert online die Kundenberater ins netzbasierte Verteilsystem. Umfangreiche Zusatzfunktionen erleichtern ihm die Arbeitsplanung. Per Mausklick zeigt das System beispielsweise den aktuellen Status des Kontaktaufkommens oder der jeweiligen Mitarbeiter. Statistische Auswertungen ermöglichen zugleich die Optimierung der Anruf- und E-Mail-Bearbeitungsabläufe.

Für die Nutzung dieser modernen Multi Channel Contact Center-Lösung genügen ein Telefonanschluss und ein PC mit Internetverbindung. Nur das tatsächlich abgewickelte Verkehrsvolumen wird berechnet, und zwar unabhängig von der Anzahl der an das System angemeldeten Agenten. Für Call-Center Standorte und Home Offices mit Arcor-Anschlüssen entfallen für die Weiterleitung von Anrufen sogar die Verbindungskosten.

Arcor zeigt die innovative und effiziente Lösung für Call Center auf der CeBIT im Pavillon 32. 

 

- Deutsche Messe, Hannover - 





Author: maggy (admin2)
Last modified: Sunday, 09.03.2008 - 12:47
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