‘‘However, the modern customer also expects personalized services when it comes to communication via classic channels - especially in real-time,’’ says Bernhard Magin, Managing Director (CFO & COO) at D S communication center management Gmb H.
Therefore, more and more companies are placing their telephone customer services in the hands of skilled service providers, such as the D S Group.
This is the result of a study carried out by the trade journal Tele Talk together with the Hamburg-based company D S.
When consumers communicate with companies, they usually pick up the phone or write an email.
The D S Group uses Avaya Aura Application Enablement Services to seamlessly interlink its IT landscape with its customers' communications and business applications.
The software solution encompasses numerous interfaces, protocols and web services, thus facilitating customer-specific adjustments to the Avaya communications solutions. After all, the customer care provider must integrate its own processes seamlessly into the IT landscapes of many different companies.
Thanks to SIP trunking, D S is now able to open up the functions of the Avaya Aura communications platform to customers much more easily.
An important advantage: ‘‘Particularly so because telephony is, and remains the most important communication channel for us and our customers.
With Avaya Aura and Voice-over-IP technology, 35 million customer contacts are now efficiently and reliably managed by us every year’’ says Managing Director, Magin.
The Avaya Aura Communication Manager contributes to this.