Company profile

Serviceplan Group was founded in Munich in 1970 and is the largest owner-managed, partner-led, and most widespread agency group in Europe today. It combines all communication disciplines in the “House of Communication”, the only agency model in Germany set in a completely integrated manner. The precise cooperation of more than 40 specialist agencies and more than 4,300 employees in the fields of creation, technology, and media make Serviceplan the leading agency group for innovative communication.

Requirements

With the decision to use Microsoft Skype 4 Business as the new communication solution in the entire company also came the need for a new contact centre solution. Along with many standard requirements for call distribution, holiday schedules, and reporting, functions increasing availability and service quality were required. There was also a need for the activation of individual emergency announcements in the event of a fault. The entire service centre of the Serviceplan Group had to be renewed and developed extensively.

The connection to the phone system takes place through the system house ETK Networks from Munich. Longstanding experience, creativity, and a high level of customer orientation guarantee an efficient and user-friendly implementation of the samwin contact centre solution. As a system integrator, ETK Networks relies on the platforms of Microsoft, Avaya, and innovaphone.

Client Benefits

• Very flexible call routing
• Call prioritisation with a VIP list
• Waiting time minimisation thanks to the callback function
• Device-independent telephony thanks to the web agent (MAC use)
• Failure safety through redundant infrastructure
• Skype for Business presence information & calendar syncr.
• Emergency announcements can be activated