A central, redundant call server connected to the public telephone network was implemented in order to substantially reduce maintenance costs. The centralised architecture incorporates all critical components of this communications platform. For staff at Santander Consumer Finance Schweiz AG, the company-wide softphone program offers unobstructed, hassle-free work in the office or at home, and encompasses all call centre agent functions without restriction. The call centre supervisor is provided with up-to-date real-time data on the capacity of all agents and agent groups. This allows any excess or shortfall in workload among individual agent groups to be rebalanced quickly by reassigning the agents. Using a pre-set calendar, calls from the different main numbers are automatically forwarded to the correct agent group or company message based on day or night mode. Automated operation makes it easier for the customer to work without going into the system, so it precludes the risk of incorrect use. Regular updates of the entire communications solution also ensure that the customer always has updated infrastructure at their command. Extensions to the communications solution can be implemented quickly and easily at any time.
Telephony platform: Alcatel-Lucent OmniPCX Enterprise
Contact centre: Alcatel-Lucent OTCCS