Outbound – Inbound – Mallorca

Clarity Communication Center replaces the entire Call Center Infrastructure stepwise

At the beginning, the call center provider exciting communication GmbH just needed a software to support an outbound campaign. Exciting chose a Clarity Predictive Dialer for 24 analogue lines. The director of exciting, Mr Jörg Weidmann, found the Clarity system so convincing that he decided to replace the whole telephony infrastructure with Clarity products.

 

The Predictive Dialer loads the telephone numbers out of a customer database and dials them automatically. It calculates the average duration of the dialling process and the call itself and hands over the call in time when the next agent is free. A special advantage of the Clarity solution: the telephony functions are integrable into the user interface of the campaign software. Every agent can now use a single interface for the whole campaign.

 

The excellent customer service, flexibility and the price-performance ratio of the Clarity solution were the reason why Weidmann decided to replace the existing telephone system with the Clarity Communication Center – a complete software based solution running on standard Windows servers. Ti can be extended with new functions simply by installing additional software modules.

 

In the case of exciting, the call center was first equipped with an Automatic Call Distribution (ACD) for incoming calls. The migration was done within a few weeks without any interruption of the running business. As a next step, the entire internal telephone extensions will be migrated to the Clarity Communication Center. A total of 160 employees will be using the Clarity system.

 

In the next step, the call center location at Palma de Mallorca with about 80 seats will be migrated to the Clarity Communication Center and connected to the exciting headquarters in Dreieich by Voice over IP.

 

„What really convinced us was that each function could be added step by step in the moment it is needed, and that all settings and adjustments can be done by our own staff. Otherwise, we would not have replaced our old system so quickly“, said exciting-CEO Weidmann.

 

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