CTI in the Land of the Rising Sun with link|that Cube

The challenge

With service center units on five continents – from the USA to Japan – Sivantos faced a major challenge. The heterogeneous telephony systems had to be reconciled. Therefore, a central installation in Germany was planned, with which additional countries could be easily added as new clients at any time.

The solution

The heart of the new strategy is the CTI middleware link|that Cube, a transparent integration solution for heterogeneous communication systems. Agents use the associated softphone from link|that directly in the Salesforce interface and can thus control SAP and Skype calls effortlessly.

By linking the contact center solution with Salesforce and various TC systems across the company, customers and partners can be served faster and better from now on.

What does the customer say?

Martin Boldt, Head of Customer Service at Sivantos reports on the success of the project: “link|that was the only company among a large number of applicants that was able to build a homogeneous communications landscape for us in line with our requirements.”

“Due to the complete integration of the link|that contact center solution with our CRM system Salesforce and several PBXs, incoming calls via SAP Contact Center, for example, can now be effortlessly transferred to colleagues in Skype for Business, and all presence information is visible in the linkThat softphone. No matter where in the world an agent is on the phone, and no matter which tool he or she is using – all information such as availability, waiting times and queue status is always available. The Cube has been doing its job flawlessly since day one.”

Potential & Outlook

Since the start of the project in 2017, when Germany and Japan were connected, other Sivantos locations on different continents followed. The USA, Brazil, England, France, China, Singapore, New Zealand and Australia have already been integrated; Turkey, the Netherlands, Canada and additional locations in Japan are already in the planning phase. The multi-client capability of the solutions ensures short project lead times.

Homogeneous telephony integration on a global scale for OSRAM

Call Center in Operation

The challenge

Three OSRAM locations – Switzerland, Great Britain and China – were to be equipped with a homogeneous telephony infrastructure. “For a company with around 40,000 employees that delivers its goods to 150 countries, there is great potential in a communications solution that can be used regardless of location,” says Detlef Schlaghecke, Head of Sales Automation at OSRAM.

The solution

The logical interconnection of a wide variety of locations creates a seamless link between a wide variety of task and knowledge carriers as well as departments. The software enables dynamic allocation of inbound and outbound capacities as well as better resource utilization with minimal training effort.

link|that installed the fully IP-based SAP Contact Center solution for the customer service unit of OSRAM China Lighting Ltd., which has since been used for customer communications by one of the oldest brands known worldwide. With OSRAM AG Switzerland and OSRAM Ltd. UK, two more locations benefited from the new system shortly thereafter.

Rapid implementation

“After the positive experience with link|that and SAP Contact Center in China, we also wanted to use the communications solution in key locations in Europe,” explains Christian Wittlif at OSRAM. “link|that was able to link the solution with existing hardware and software systems in China, thereby creating synergies as well as smoothly implementing the changeover. Thanks to the integration of the systems, service staff there have a uniform user interface for managing all customer contacts.”

The solution for Winterthur in particular was characterized by a very tight schedule. There were only about four months between kick-off and go-live in the fall. Since experience shows that sales of lamps increase rapidly in September, all features had to be running stably by then – a challenge that link|that mastered together with OSRAM.

When Compulsorily Insured become Customers: The ITSV Customer Care Center

Portrait of happy couple old people seniors hug together, looking at the camera, loving to mature

The goal

Within only 3 months, a fully equipped service center for the telephone and written support of all 7.2 million policyholders on the core topics of the Austrian social insurance system is to be set up “on a greenfield site” and without an existing infrastructure.

Head of Customer Care unit, Walter Schierer

“The successful cooperation with our partner link|that has been going on for many years has enabled us to jointly build a service center that combines the best of both worlds: the efficiency and flexibility of a modern service center with the quality and expert knowledge of the employees of the Austrian Social Insurance Agency”, says Walter Schierer, head of the Customer Care Center, ITSV.

“We were able to impressively demonstrate this performance capability even during the difficult months of the pandemic”.

The challenge

The project is much more than just a service center for the social insurance system. The “compulsorily insured” becomes a customer. A legally established corporation evolves into a company that puts the customer at the center of all considerations. Proof of concept for this “change process” is direct communication with the customer via telephone. Without time delay, without the filter of a written request. From now on, customer service must be lived!

In addition to the tight schedule, an additional challenge was the ambitious goal of establishing a “service center” with a profit center orientation that can compete with competitors on the “free market” in terms of both quality and, in particular, cost efficiency.

The solution

link|that, as a specialist in the development and technical operation of service centers, offered a complete service package for this extremely ambitious project, starting with the needs assessment, through project planning, to the actual technical implementation of all core topics. This includes in particular the set-up and maintenance of the complete telecommunications infrastructure based on a flexible, cost-effective and future-oriented Voice-Over-IP telephone system, the development, programming and implementation of customized solutions for personnel administration, quality management, information management and key figure monitoring.

In 2008, the ITSV Customer Care Center was successfully launched with the support of link|that. Since then, numerous other hotlines, projects and service units have been put into operation, all of which runs smoothly thanks to the high flexibility of both partners.