References - Sikom Software GmbH

References
(Selection)
References
Banks and insurance companies
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arvato infoscore
Bausparkasse Schwäbisch Hall
BFS Finance
Concordia Versicherung
ERGO Direkt Versicherungen
Travel insurance company ERV
EWP Wertgarantie
Finanz-Informatik
Hamburger Sparkasse
INTER Versicherungen
ivv Hannover (VGH, ÖSA, ÖVO)
Signal Iduna
ViTrade AG
Volksbank Freiburg
Commerce
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Baur Fulfillment Solutions
Bertelsmann
DeutschlandCard
Heine Handelsgesellschaft AG (Schweiz)
Hess Natur
Mastercard UK
Ostermann
Ranger Marketing
Shell
www.sikom.de
Service providers
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F-Call AG
Interhyp AG
Invitel GmbH
mr.nexnet
Simon & Focken
KSC Kundenservicecenter (Verlagsgruppe
Madsack)
Saarbrücker Media Verkaufs GmbH
(Saarbrücker Newspaper)
travianet
Industry
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BASF
Boehringer Ingelheim
C+P Möbelsysteme
fischerwerke
Globalfoundries
Henkel
Körting
Mercedes Customer Trucks
Pharmaserv
Vanderlande Industries Logistics
Slide 2
References
Telecommunication/IT
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arvato Systems
First Telecom
Microsoft
point omega AG
T-Home/T-Com
Verizon Business
Vodafone
Utility companies
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AVR Sinsheim
e.on
Entsorgungsverband Saar (EVS)
Stadtwerke Cottbus
Stadtwerke Essen
Stadtwerke Jena-Pössneck
Visconto
www.sikom.de
Travel and leisure
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DFB-Medien
DJH Service GmbH
DREFA MSG (MDR)
Lufthansa Systems
SPIEGEL-Verlag Rudolf Augstein
WDR
Health
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AWO
Curanum
DocMorris
DRK
University Hospital of Cologne
Public administration
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Federal Foreign Office
GEZ
IKB Innsbrucker Verkehrsbetriebe
City of Erfurt
City of Hannover
Slide 3
Banks and insurance companies
www.sikom.de
Slide 4
Automation reduces workload for contact centers
Volksbank Forchheim
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Hamburger Sparkasse
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Full voice-controlled PIN
request and processing
IVR system featuring
authentication message for
agent
www.sikom.de
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IVR system for PIN request
and verification for telephone
banking customers by means
of voice entry
Extension level: 8 channels
Slide 5
More efficient contact centers thanks to caller qualification
Travel insurance company ERV
Redundant IP-based AgentOne - solution on the basis
of BlueFire gateway with 120 channels
and 50 agents
Voice portal for caller prequalification by means
of voice-controlled topic selection
Automatic creation of call-back tasks,
automatic address registration
Integrated fax solution for fax collection
(fax on demand or call-back)
ERGO Direkt Versicherungen
Two-level preselection of callers (damage
claims/contract issues) with connection to Aspect
ECS for optimization of call center operation
www.sikom.de
Slide 6
Multimedia contact center
Insurance company INTER Versicherungsgruppe
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450 inbound agents
Connection to HiPath 4000 Siemens
Automatic outbound
(automatic receivables management/ collection)
IVR for caller prequalification
Distribution of:
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Calls
Voice-mail boxes
Emails
Fax messages
Documents (connection to DMS system from SER)
Intelligent process routing
www.sikom.de
Slide 7
Always accessible with AgentOne ContactCenter
Insurance company Concordia Versicherungsgruppe
Challenge:
AgentOne ContactCenter for 200 inbound agents to
accept all customer contacts all over Germany
Solution:
 Regional routing, CLIP detection in 9 regional teams at 2 sites
 Targeted routing for operators
 Free waiting
 Last agent routing
 Standby approach with automatic backup server takeover
Since implementation in 2008 delayed connection
www.sikom.de
Slide 8
Efficient help desk for Finanz-Informatik
Task:
Help desk system for 500 parallely active agents (900 users), 24/7 operation
Challenge:
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Agents with DECT mobile phones and client support
7 sites with different telephone systems
Approx. 150 service dial-ins
Solution:
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Central waiting queue featuring 60 channels for
 Disaster and announcement management
 Prequalification
Intelligent call-back management
Fax and email distribution
CTI integration: remedy ticket system, Lotus Notes
Redundancy concept with automatic repeated login of agents during backup event
www.sikom.de
Slide 9
Efficient help desk for Finanz-Informatik
Waiting queue
www.sikom.de
Slide 10
Efficient help desk for Finanz-Informatik
Web mask
Disaster management
Example:
Selection of affected
number
Display of available
announcements
Entry of
announcement text
www.sikom.de
Slide 11
Dialer: More completed cases for receivables management
Sikom AgentOne Dialer supports receivables management of
arvato BFS risk & collection GmbH
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Connection of AgentOne Dialer to Alcatel system
Use of Ikaros SQL
20 outbound agents
Use of predictive dialing
Proprietary reports
Top feature: Cross-record connection
www.sikom.de
Slide 12
Efficient CTI integration for receivables management
Integrated receivables management for infoscore
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Stage 1: Caller qualification and transfer
Stage 2: Data and contact center integration
 Callers are asked for their reference number
and issues
 Account balance information, deposit confirmation and request of
receivables listings fully automated
 If applicable, CTI transfer to service center
Results
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In 80% of the cases the reference number detection reduces the
agent's talking time by more than 30 seconds
In 18% of the cases the issue can be solved right away
www.sikom.de
Slide 13
IT services provider ivv Informationsverarbeitung für
Versicherungen GmbH
Service provider for:
Versicherungsgruppe Hannover
Öffentliche Versicherungen Sachsen Anhalt
Öffentliche Versicherung Oldenburg
Alte Oldenburger
www.sikom.de
Slide 14
IT services provider ivv Informationsverarbeitung für
Versicherungen GmbH
Headquarters
Waiting
queue
Waiting
queue
Waiting
queue
Waiting
queue
Concept:
The central Cisco CallManager monitors all extensions
by means of CTI.
Calls are taken by the local waiting queue and
distributed to a specific agent depending on the script.
Language
Data
Remote access
www.sikom.de
Slide 15
Operations support at VGH, ÖSA and ÖVO
Challenge:
AgentOne ContactCenter for 550 inbound agents to accept all customer
contacts all over Germany
Solution:
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Connection to CISCO CallManager network via SIP channel
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Redundant central system with local waiting queues for handling local calls
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4 tenants with individual routing and real-time displays
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Client integration with ttCall using DCOM library (reception/switchboard)
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Regional routing, CLIP detection in regional teams at 12 sites
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Individual announcements and complex routing variants
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Personal services for damage experts
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Overflow outside of business hours in external contact center
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Self-monitoring of the set up service numbers
www.sikom.de
Slide 16
Platform-agnostic contact center
Cost reduction thanks to IVR consolidation and accessibility improvement by
linking departments, improving the measurability and control of communication
processes and optimizing processes by means of CTI integration
Solution
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600 agents
Connection of AgentOne to HiPath 4000
Use in the service center's business units and departments
Caller prequalification
Identification by PIN
Customer satisfaction survey
Integration of different backend applications and CRM systems with
JAVA API
Integration of call center and telephony functions with existing application interfaces
Linking of several sites featuring different telephone systems
www.sikom.de
Slide 17
Service portal for Volksbank
Volksbank Freiburg
Solution
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IVR server
PIN entry via voice for user identification
Voice portal for customer service
www.sikom.de
Slide 18
Distribution support for Wertgarantie
Challenge:
AgentOne ContactCenter for 150 inbound agents
Insurance coverage for consumer goods such as bikes or household
appliances beyond the warranty period
Solution:
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Redundant central system with a connection to CISCO CallManager via
SIP channel
150 concurrent agents, 15 supervisor seats, 60 waiting queue channels
Voice recording with silent monitoring
Proprietary report team can access AgentOne data
Connection to PEP from Tissoware
www.sikom.de
Slide 19
Configuration at Wertgarantie
Waiting queue 1
Virtual server
server::
WIN 2008,
deployed by WGM
Waiting queue 2
Agent
workstation
(150x)
www.sikom.de
Slide 20
Commerce
www.sikom.de
Slide 21
Mail order selling: Full integration with back office and call center
Neckermann
Voice portal for account information query
Full integration of required business logic
by means of Websphere Application
Server
Routing to call center
Baur Versand
Voice portal to be used for
caller prequalification and as
an automatic information
system
www.sikom.de
Slide 22
Prequalification ensures correct contact
Voice portal to be used for caller prequalification and
as an automatic information system at Baur Versand
Solution:
 2x Sikom VoiceMan with 30 channels each, connection via
IVR router to Alcatel CCD with 600 agents
Result:
 Increased agent efficiency
 Better accessibility
 Thanks to information provided by automatic
self-service cases can partially be closed
right away
www.sikom.de
Slide 23
Customer contact at Hess Natur
Challenge:
Display of all customer contacts in one
user interface
Solution:
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Redundant system with connection to
Avaya I55 via ISDN
Connection of an Alcatel OXO in
Aarwangen (Switzerland)
60 concurrent agents, 10 supervisor
seats, 15 waiting queue channels
Email client with response suggestions,
voicemail, manual actions, call-back
Complex reports with real-time views
Central contact history for calls, emails,
voicemail and manual actions
Connection to AS400
www.sikom.de
Slide 24
Quick service for Shell Clubsmart program
Automated hotline with optional forwarding function
ensures efficient customer care
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Automatic query of earned points, promotions, bonus programs, lost
card notification, voice mail system
For 18 countries at 3 sites (Kornwestheim, Brandenburg, Istanbul)
Automatic import of all member data from all countries
If needed, transfer to agents in Istanbul including all caller
membership information
www.sikom.de
Slide 25
Fast information system for the field service
Information and order system for field service employees:
VoiceMan, 60 channels
DSL availability query
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Identification of field service employee by cell phone number
Greeting including name (cell phone can be re-programmed)
Existing customer verification by telephone number
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Web service returns name
Web service confirms DSL availability
Order entry
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Verification of account information
Option to transfer to agent
Connection to existing ACD system CCD
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Display of collected IVR data for agent
Savings
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Availability queries: approx. 30 seconds each
Order entry: approx. 45 seconds
www.sikom.de
Slide 26
Service providers
www.sikom.de
Slide 27
Outstanding processes for winning new market segments
mr. nexnet GmbH, Berlin
Contact center for 60 inbound agents and
20 outbound agents
Connection of AgentOne and AgentOne Dialer
to Cisco CallManager
 Use of proprietary web-based CRM systems
 Use of Ikaros SQL
 Proprietary creation of IVR scripts
Result:
 Significant process acceleration
 Cost reduction allows entering into new
market segments
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www.sikom.de
Slide 28
Less operating costs with customer-maintainable AgentOne
Invitel BusinessUnit GmbH
Contact center for 400 parallely active inbound employees
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Full VoIP solution based on BlueFire technology
28x S2 connections to telephone exchange via BlueFire gateways
5 sites
5 networks
Connection to OfficePBX
Central data center in Oldenburg at EWE TEL
Local sites connected via IP
Headquarters Helmstedt
www.sikom.de
Slide 29
AgentOne distributes workloads for fundraising event
Simon & Focken GmbH
Call center solution for 220 parallely active inbound agents and 450
outbound agents
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Full VoIP solution based on BlueFire technology
20x S2 connections to telephone exchange via BlueFire gateways
Telephone exchange monitoring including alarm function
Redundant system
Online statistics for customers
Function for listening-in and tape-recording
www.sikom.de
Slide 30
Efficient service to increase customer loyalty
Multimedia contact center at Verlagsgruppe Madsack
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55 inbound agents, 15 outbound agents
Distribution of voice, emails and Internet chatting
Co-browsing
Automatic voice portal for subscription services:
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Self-services for
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Suspensions
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Sponsorships
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Forwarding
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Complaints
Transfer to call center with CRI information
SAP connection via web services
www.sikom.de
Slide 31
Focusing on the reader: The SZ contact center
AgentOne ContactCenter supports the Saarbrücker Newspaper
Inbound, 70 agents, distribution of voice, fax and email
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Switchboard/reception
Advertisement placing
Obituary
VIP routing
TED - voting
Service for private mailing companies
Direct connection to SAP system
www.sikom.de
Slide 32
Virtual service center for full service
Virtual service center platform for Global Office system connects
accessibility service, travel management, translation service,
applicant management and receivables service
Challenge:
 Services of different providers are to give the impression
of one service
 Seamless and quick integration of different systems
from various vendors at different locations
Solution:
 AgentOne ContactCenter with BlueFire gateway
 Accessible around the clock
 Compatible with any system
 Fast and seamless integration of Global Office CRM system
www.sikom.de
Slide 33
Service center for real estate financing company
Interhyp AG Munich
Solution
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150 inbound agents
Connection to Siemens Open Scape (Hipath 4000)
Special feature
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50 agent seats in branch offices
Redundant AgentOne system
Special feature "Not last agent routing"
Customer asked for an extensive administrator training
to enable the customer's IT team to provide 1st and 2nd level support
www.sikom.de
Slide 34
Service center for real estate financing company
AgentOne (redundant)
100 workstations
Waiting queues
Hipath 4000 Munich
Hipath Cap (redundant)
19x Hipath 3500/3800 (all V8), 2-3 ACD workstations each
www.sikom.de
Slide 35
Industry
www.sikom.de
Slide 36
Service desk for an international company
Multi-language service desk at Boehringer Ingelheim:
Common platform for 7 sites in 5 countries
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Local calls are handled locally
Local announcements are provided locally
Central control and central database
Integration with Oracle (Siebel) clients
Cross-region routing: When an employee's location changes, all
calls are automatically forwarded
Highly failsafe approach using central redundant servers
and local systems
www.sikom.de
Slide 37
Challenging conditions for mobile data entry
BASF AG
Mobile data entry of coach numbers
at the customer's own freight railway station
Challenge:
 High noise level
 Harsh environmental conditions
Solution:
 Voice entry via GSM terminals and Sikom VoiceMan
voice dialog platform
www.sikom.de
Slide 38
Best-in-class customer communication for all employees
Comprehensive accessibility solution for the employees of fischer
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Multisite AgentOne connection to Siemens HiPath 8000
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Employee is logged into hotline and proprietary service
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Automatic stand-in arrangement for all employees
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Announcement of employee status (e.g.
"Unavailable at the moment", "In a meeting")
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Routing to employee based on SAP database
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Active call-back list
Integration with heterogeneous environment,
new options for contact center solutions
www.sikom.de
Slide 39
Fast transfer to the right contact person
Germany-wide transferring system for Monica-Minolta:
VoiceMan takes all calls from 20 sites
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Identification (CLIP of called site/service)
Regional assignment including differentiation of
3 companies
Time-dependent announcements for selected site/service
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Uniform appearance (plain TTS)
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Re-transfer to region using path replacement
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Detection, if called person accepts the call
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Option to record a call-back request
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Transfer of message in existing mailing system
Less local switchboard seats
www.sikom.de
Slide 40
Hybrid connection for a smooth migration
AgentOne ContactCenter as central integration platform for
Behringwerke (PharmaServ)
Challenge:
 Central, multitenant contact center infrastructure
 Smooth migration to modern IP-based technology
Solution:
 AgentOne and VoiceMan as a central unit
to accept and transfer calls
 Intelligent call-back management, Siebel integration etc.
 Connection to Cisco CallManager and Alcatel 4400 in hybrid mode
 PharmaServ help desk and contact center for up to 17 companies at the site
based on a multitenant system
 High reliability thanks to redundant servers
www.sikom.de
Slide 41
CompanyAssistant knows all destinations
CompanyAssistant brings relief for switchboards
and transfers calls to the right contact person
Solution:
 Sikom CompanyAssistant integration with Cisco CallManager
 Replication of address information to Active Directory via LDAP
interface
Result:
 Use as automatic switchboard for employees
 Use as transferring portal for customers to reach 2,000 address
destinations within the company
www.sikom.de
Slide 42
Information technology and telecommunications
www.sikom.de
Slide 43
Product activation via phone for Microsoft products
Voice dialog platforms for 25 countries and 18 languages
More than 11 time zones on 3 continents
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780 channels at 2 sites (Münster in Germany and Stettin in Poland)
Activation including special processes for fraud protection such as
overriding, changing the product key etc.
Activation via phone or text message possible
Integration of surveys
CTI client for agents to handle processes or make IVR read out IDs
www.sikom.de
Slide 44
Sample solution for multimodal solutions
T-Com ScreenInteractive
The new generation of public phones
is interactive and multimodal:
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Internet calls with content now possible
Besides telephone music messages, most
applications are location-based services
To celebrate the beginning of the soccer world
championship the first 170 systems were
launched, of course, with free soccer content
More services are to come, e.g. "Where is the
nearest ATM?", multimedia mobile support etc.
www.sikom.de
Slide 45
Customer support: VoiceMan for service optimization
T-Home
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NLU voice portal for the automated query of customer needs and customer
numbers, automation of common tasks such as resetting passwords
Use of speaker verification to facilitate customer authentication
Comprehensive integration with Aspect ACD at several call center sites
Transfer of collected customer data via the
T-Com routing configuration interface (RCI)
Automated quality management calls including a customer survey
www.sikom.de
Slide 46
Utility companies
www.sikom.de
Slide 47
High level of accessibility thanks to smart load balancing
Visconto increases efficiency and accessibility by
distributing calls and integrating all communication channels
Solution:
 AgentOne ContactCenter connected
to Alcatel Enterprise and Siemens Hipath 3800
 Integration of a document management system for the mail
Result:
 Capacity increase (4 sites stand in for each other mutually)
 Personalized approach for addressing customers by identifying them by
service or phone number
 Processing of letters, fax messages and emails follows the same principle
that is used for calls
 High reliability thanks to redundant control servers at 2 sites
www.sikom.de
Slide 48
Service center with voice portal
A perfect service: The fully integrated service center
featuring caller prequalification
Solution:
 Sikom AgentOne ContactCenter with 15 ACD workstations for
different employee groups and IVR as entry portal
 Integration with Alcatel 4400 environment
Result:
 High accessibility and high efficiency
 IVR as entry portal provides greeting,
offers choice of topics
and supports agents
 Email processing at ACD workstations
www.sikom.de
Slide 49
Custom-made solution for utility companies
Stadtwerke Jena-Pößneck
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Contact center solution AgentOne for the control
center, the service and the distribution departments
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15 ACD workstations
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Integrated IVR for incident and disaster management
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Integration of a call-back function button on the
Stadtwerke website
www.sikom.de
Slide 50
Voice technology for more efficiency
An unusual job for Sikom requires "thinking outside the box"
e.on Bayern
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Registering und unregistering
transformer stations for
maintenance work via voice
computers
www.sikom.de
Slide 51
Travel and leisure
www.sikom.de
Slide 52
Information query on the go
Interactive voice dialog system for broadcaster WDR
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WDR traffic hotline
Travel information query on the go
(Ph.: 0221 16803050)
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WDR Aktiv
WDR 5
WDR Quarks & Co.
www.sikom.de
Information about events per telephone
Information about events per telephone (accessible)
Option to call the broadcaster during the show for
information about show contents and specific topics
Slide 53
Input and processing of match results/scores
DFB-Medien GmbH & Co. KG (Deutscher Fußball-Bund)
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Automatic system for the entry of match
results - from amateur leagues to the lowest
youth leagues
Challenge:
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No later than one hour after the match
the whole entry must be completed
(65,000 matches on each weekend!)
Data entry virtually takes place on the lawn
Solution:
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Sikom voice entry platform with up to
600 parallel telephone channels
Hosting by Sikom partner point omega
www.sikom.de
Slide 54
Listener contact system for radio broadcasters
DREFA MSG (listener contact system for broadcaster MDR)
Solution:
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Contact system for all listener calls
55 inbound agents
Connection to Siemens Open Scape (Hipath 4000)
redundant AgentOne system
Special feature
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Integration of AgentOne with a complex listener contact system
for several radio broadcasters
Intelligent combination with a caller database
Workstations for agents at various sites
www.sikom.de
Slide 55
Listener contact system for radio broadcasters
Integration of Sikom AgentOne client for agents with HKS application
Common user interface for employees
www.sikom.de
Slide 56
Health
www.sikom.de
Slide 57
Alerting solution for health institutions
Sikom AlarmServer care - intelligent alerting system for hospitals
and nursing homes
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Connection to lightcall systems (any vendor)
Connection to fire protection systems (any vendor)
ISDN/SIP (any vendor)
Communication with residents/patients on the phone (telephone and lightcall)
Automated control of vital signs
Logging and evaluation
References:
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Curanum (25 senior citizen homes)
BeneVit Holding (10 senior citizen homes)
University Hospital of Cologne
www.sikom.de
Slide 58
Public administration
www.sikom.de
Slide 59
AgentOne ContactCenter - Connection to D115
City of Ludwigshafen
Challenge:
AgentOne ContactCenter for the universal public service number D115
Solution:
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Connect AgentOne ContactCenter to Alcatel OXE network
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Use of Sikom AgentOne client
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Use of Sikom IVR functions for delayed connection
www.sikom.de
Slide 60
AgentOne ContactCenter - Connection to D115
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The setup and configuration follow the "delayed connection " approach (see
connection variant B). If the call cannot be taken immediately, the ACD
system triggers a dial tone.
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Setting up and testing the software components Poweroperator, AgentOne
client and IBM knowledge database at an existing workstation at the city of
Ludwigshafen office
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Setting up the hot key feature of AgentOne for transfer to marked numbers
stored in IBM knowledge database
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Analysis of business processes and call handling to determine the exact
needs for application creation
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Setting up an emergency destination in case of ACD failure
www.sikom.de
Slide 61
Quick notification over all channels
Sikom AlarmServer notifies Ludwigshafen fire fighters:
Challenge:
Telephone-based alerting solution embedded in control center software
for fire fighters and other groups (schools etc.), 60 channels
Solution:
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Alerting solution not only by means of the incident control system
(SSE) but also via phone
Data maintenance with easy-to-use Sikom AlarmServer
Easy entry of individual announcement texts
Several telephone numbers per person are stored and then called
automatically one after one
Any number of call destination groups can be set up
Easy and comprehensive routing
www.sikom.de
Slide 62
Voice platform as an information source for residents
Federal Foreign Office in Berlin
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www.sikom.de
Information system and switchboard:
Up-to-date information on immigration,
vaccinations, safety etc.
For individual countries, including fax query
service
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ContactCenter as an integration platform
Service center featuring a voice portal improves customer
communication at Innsbrucker Kommunalbetriebe AG
Solution:
 AgentOne ContactCenter with VoiceMan IVR in Alcatel Enterprise
environment
 10 ACD workstations for different employee groups
 Connection to Microsoft CRM
Result:
 Better accessibility and less workload due to IVR entry portal





Greeting
Choice of topics
Announcement and registration of incidents
Integration of visitor control
Email processing at ACD workstations
www.sikom.de
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Anything missing? We'll develop it for you...

Professional consulting
services
 Accurate definition
 On-time implementation
Made
in
Germany
www.sikom.de
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Always at your service!
Sikom Software GmbH
Bergstrasse 96
D-69121 Heidelberg
Sikom Software GmbH
Herschelstrasse 27
D-08060 Zwickau
Phone +49 (6221) 13788-0
Fax
+49 (6221) 13788-130
Phone +49 (375) 690010-0
Fax
+49 (375) 690010-111
Email: [email protected]
Internet: www.sikom.de
Copyright 2013 Last updated January 30, 2013. Not liable for errors. Information and offer subject to change without notice. - VoiceMan®,
AgentOne®, United Voice ID®, BlueFire® and t.e.o.® are registered trademarks of Sikom Software GmbH.
www.sikom.de
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