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.
