T-Mobile Austria moves call centre to the cloud

T-Mobile Austria, a subsidiary of Deutsche Telekom, has moved its contact centre solution to the cloud. The operator has selected Interactive Intelligence’s Customer Interaction Center (CIC) IP communications software suite to support its 500 agents across two sites.

Interactive said that T-Mobile will see its customers benefit from increased efficiencies as a result of sing the technology, which the vendor claimed is critical to the success of its service channels and outsourced call center partners.

The solution will also help support T-Mobile’s recently re-launched “European Routing Platform Customer Service” (ERPCS) project, which was initially designed to boost flexibility, integrate outbound campaigns, cut costs, and add non-voice routing capabilities.

“CIC’s flexibility, cloud deployment option, and value for the money were key in winning us over,” said Werner Weiss, T-Mobile’s project manager. “However, the deciding factors were our very positive impressions based on customer reference site visits, and Interactive’s exemplary approach to project planning.”

The CIC deployment is expected to go live in the summer of 2013.


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