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Call Center in Operation

Homogeneous telephony integration on a global scale for OSRAM

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.

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