Communication Center

Communication Center

Facts: Outstanding customer service begins with first-class accessibility to the client. By introducing a state-of-the-art communications platform, we have created the prerequisite for directing customer communications in a targeted manner. We also need to offer effective and permanently available solutions for internal communications. In doing so, we are maximally flexible and highly dynamic through real-time reporting, live management and maximum scalability.

Period: Mid 2018 – 2020

Project goals

  • Elimination of old decentralized, outdated telecommunication technology
  • Introduction of flexible, dynamically administrable state-of-the-art technology
  • Definition of uniform workflows for processing external communication volumes


  • Introducing a uniform company-wide numbering concept with almost 10,000 extensions in 70 locations without restricting operations
  • Mastering the ever-increasing volume of customer service communications across all channels


– Survey of the current technological situation at the local sites
– Development of a holistic communication concept taking into account the technical requirements of the customer services and other stakeholders
– Market analysis and supplier selection for VOIP-based communication centers
– System roll-out in all departments and locations

Sound exciting?

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