Due to steady growth in its call and order volumes, Call+Care began to feel a need to expand the technical resources available to it for call handling. It was clear that no further expansion of their existing telephone system would be possible, which meant that they would have to acquire a new solution to meet current and future requirements. That is why they turned to WTG to implement a new high-performance AVAYA call center solution. The stand-out features of the new communication system include its security through redundancy, its feature allowing conversations to be traced through voice recording, its future-readiness thanks to the use of SIP trunking and the high performance of its extremely versatile statistics tool. All four features are essential preconditions for providing in the capacity to create optimized dialogue with customers.

The Call+Care Agentur für Kundendialog GmbH (Call+Care agency for customer dialog) was created in 1997 by the g/d/p research group, one of the top marketing research and consultancy businesses in Germany. With an extensive range of knowledge domains and more than 20 years of experience in research into customer satisfaction, Call+Care is a specialist in implementing the findings of such research in dialog with consumers and retail customers. The Hamburg-based agency for customer dialog describes its services as follows: »Call+Care is the thread that connects you to your customers. We look after your customer service functions for you, 360°. Using all channels. And with everything that forms part of that dialog, including complaints management, social media management and maintenance of customer online shops. We develop successful designs for dialog. That success is demonstrated in the structure and long-term operation of our service centers.«

WTG implements AVAYA call center solution 

The new WTG solution includes a system with built-in redundancy for multiple workstations. The call center is created using the Avaya Elite Tool including one-X Agent®. With the system’s highly flexible statistical tool, Call+Care can respond properly to customer requirements and can read and process all the data relevant to their needs.