CreaLog implements Biggest Contact Center Project in Germany

Call distribution for over 100,000 employees and 20,000 contact center agents

Munich / 13 February 2012 – CreaLog is currently completing the biggest-ever contact center project commissioned by a large federal authority in Germany. In cooperation with other well-known partners, the Munich-based system integrator has developed a central call distribution system for more than 100,000 members of staff and for all the authority's call numbers. In addition, CreaLog is setting up a Next Generation Contact Center for 20,000 agents working throughout Germany. The details of the highly sophisticated solution are to be presented at the CallCenterWorld 2012 exhibition being held in Berlin this February (www.callcenterworld.de).

IN platform as a powerful base
The federal authority project poses huge challenges – given the fact that 1,900 locations are to be networked via a single communications platform in a private cloud. As the basis for this cloud with no fewer than 100,000 participants, CreaLog has developed an "intelligent network platform" (IN platform). This solution ensures that all the calls in the client's nationwide communications network can be placed correctly. The IN platform thus acts as the central point of contact for the calls made on all the authority's service numbers and local numbers. It is also responsible for routing the calls to the interactive voice response and contact center services and to the telephone network of the authority (number translation service).


One communications platform and unified workflow system
The Next Generation Contact Center from CreaLog deployed for the 20,000 contact center agents is remarkable for its unique concept and design. This includes the comprehen-sive unified platform for the contact center solution, the voice portal (IVR) and computer telephony integration (CTI). But it is the platform that initially enables the integrated cross-media process automation originally specified by the client.
Also in operation is the universal CreaLog Workflow Engine CDG which drives the complex operations and all the services provided – both for the IN platform and the contact center. This universal workflow engine supports other communication media such as email, fax, text messaging and letter in addition to the telephony.

Persuasive solutions architecture
The client was most impressed with the main features of this solutions architecture: the high scalability, the nationwide distribution in the private cloud and the open interfaces. Furthermore, the contact center is conceptually independent of the IT/TC infrastructure and various communication channels used. No matter which contact channel the end customers choose, they communicate with their contact person at the federal authority via the Next Generation Contact Center.

You want to find out more about Germany's biggest contact center project? Then come and visit CreaLog at the CallCenterWorld exhibition in Berlin: Hall 4 / Stand D15.
28 February to 1 March 2012 in the Estrel Convention Center – www.callcenterworld.de


The essential project components from CreaLog at a glance
• the Intelligent Network Platform as the basis for the client's private cloud with more than 100,000 participants
• the Next Generation Contact Center with a comprehensive platform for contact center, voice portal and CTI systems plus skill-based routing for 20,000 contact center agents throughout Germany
• the universal CreaLog Workflow Engine CDG for the design and management of all communications media and intelligent voice self services with speech recognition
• barrier-free user interfaces for the contact center agents
• failsafe, distributed and networked architecture with redundancy for the locations.

About CreaLog
A cutting-edge company with all the best references in 30 countries, CreaLog is the leading provider of speech dialog and contact center solutions in Europe. The CreaLog Voice XML Platform is fully web-administrable and can be found at more than 400 companies in over 30 branches of industry with a total of 60,000 lines installed. Users include banks, insurers, energy suppliers, public administrations, telecoms and media firms.
Voice Portals from CreaLog ensure the highest standard of dialog quality on the basis of natural language speech recognition. The portals are able to recognize and intelligently process a large number of words and whole sentences in 44 languages. CreaLog portals also support human-sounding synthetic-speech systems from the world's leading providers.

In 2005 and 2006, CreaLog voice portal, contact center, unified messaging and CTI solutions for carriers and corporate clients won Best of CeBIT awards for the Interactive Voice Video Response and CreaVoice FAQs. In 2008 and 2009, CreaLog also gained several other distinctions …

• the Best of CeBIT Award for CreaVoice, the natural-language information and FAQ solution
• the Voice Award 2008 in the category "Best Enterprise Services" for the telephone banking service at HypoVereinsbank
• an award as winner of the Voice Contest 2008 for Cabfish, the intelligent taxi calling service and
• the Voice Contest Silver Award 2009 for ELVIS, the voice-controlled internet radio for mobile devices.

Further information for newsrooms / readers:
CreaLog GmbH
Voice portal, contact center, unified messaging and CTI solutions
Fon: +49 89 3246 5632
Fax: +49 89 3246 5699
Contact: Jürgen Walther
juergen.walther@crealog.com
www.crealog.com

Press Agency
Comfact Communications & Design
Römerstrasse 12
40476 Düsseldorf
Fon: +49 211 490095
Fax: +49 211 490393
Contact: Klaus Jereb
klaus.jereb@comfact.de
www.comfact.de

This release was published on openPR.