LinkThat integrates all telephony and CRM solutions for WS Audiology (Sivantos) in 15 countries. The result is a homogeneous CTI environment made up of products from Salesforce, SAP, Sinch and Microsoft.
The challenge
With service center units on five continents, international hearing aid manufacturer WS Audiology faced some major challenges. Heterogeneous telephony systems had to be reconciled at locations from the USA to Japan. LinkThat therefore planned a central installation in Germany, with which additional countries can be easily created as new clients at any time.
The solution: CTI
The heart of the new strategy is the CTI middleware LinkThat CUBE, a transparent integration solution for heterogeneous communication systems. Agents use LinkThat’s associated softphone directly in the Salesforce interface, allowing them to effortlessly control SAP and Sinch calls, and see the status of colleagues in Teams.
By linking the contact center solution with Salesforce and various telephony systems across the company, customers and partners are henceforth served faster and better.
“No matter where in the world, all information is always available”
Martin Boldt, Head of Customer Service at WS Audiology reports on the success of the project: “LinkThat was the only company among a large number of applicants that was able to set up a homogeneous communications landscape for us in line with our requirements”.
“Due to the full integration of the LinkThat Contact Center solution with our CRM system Salesforce and several PBXs, incoming calls, for example, can now be effortlessly transferred to colleagues within the Salesforce window. 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.”
Ongoing expansion & short implementation times
Since the start of the project in 2017, when Germany and Japan were connected, further Sivantos or WS Audiology locations on different continents followed. The USA, Brazil, the UK, France, China, Singapore, New Zealand and Australia were integrated in the following years. The Netherlands, Turkey, and an additional location in Japan joined in 2022.
Service units in Canada, South Africa and Europe (Italy, Sweden, Norway) are currently in the planning and implementation phase. The multi-client capability of LinkThat CUBE guarantees full compatibility and short project lead times.