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Technology partnership between novomind and ilink
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Customer services: 59 percent of German companies want to invest in telephone and e-mail technologies
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The novomind ilink CT cartridge improves load distribution in the company call center
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Hamburg, Germany, November 24th, 2005 –
Over half of the customer communication directors in German companies are planning to introduce integrated telephone and e-mail technology into their call centers. The aim is to improve communication nationwide and optimize personnel resources and capacities. Together with ilink Communication Systems, the Hamburg-based software provider, novomind, has responded to increased demand with a new software solution. The software automatically distributes incoming e-mails and calls to different call centers and agents according to availability. The contact center’s existing telecommunication systems are linked up to the novomind iMail™ e-mail management system. A connection between the e-mail distribution system and the telephone network is established using ilink’s CTI middleware solution, TeamCall. ilinkTeamCall supports telephone systems from a wide range of leading manufacturers, including Alcatel, Avaya, Siemens, DTAG and Nortel and can also act as a central CTI platform to integrate third party systems.
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The process developed by novomind and ilink (Blended Agent) enables e-mails to be delivered flexibly to contact center agents using the telephone system’s standard ACD and according to defined criteria. This ensures, for example, that no e-mails are delivered to agents who are currently on the phone to a customer. And if an agent is working on an e-mail, no calls will be put through until the mail is completed. The automatic and nationwide distribution of e-mails (MultiSite Routing) is made possible by an intelligent pre-routing process carried out by the novomind iMail™ e-mail management system. Different call centers can be assigned different priorities according to their field of expertise. The contents of incoming e-mails initially pass through novomind iMail for analysis and are then transferred by novomind iMail™ to the call center with the highest priority for that type of e-mail. If the e-mail cannot be delivered to that call center, it is the forwarded to the center with the next highest priority. The new process means that processing techniques and times can be optimized, reducing administration costs significantly.
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novomind’s managing director, Peter Samuelsen, is enthusiastic: "The technology partnership with ilink Communication Systems GmbH enables us to counter customer challenges with an innovative and flexible solution. We now have the option of integrating our Self-Service Suite into current telephone systems to provide a complete and logical unit with genuine added value. Added value for our customers - and their customers, too."
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novomind AG is the leading provider of digital customer communication solutions enabling optimized processes and lower costs. The novomind products and solutions offer future-oriented customer services and effective, individual communication, as well as more efficient customer administration. A rapid return on investment and long-term customer loyalty are guaranteed. The product department’s portfolio includes the novomind Self Service Suite™. The software package contains the full range of communication modules needed for a customer service center: e-mail management, virtual customer assistance and systems enabling interactive, real time communication online - all in one, centralized knowledge database. The novomind services department develops complex e-business applications that include scalable online shop solutions. Leading companies from across the market sectors - including Citibank, Der Club Bertelsmann, EnBW, Mexx, the Otto concern and Travelocity, as well as public sectors representatives - have already successfully implemented novomind systems to boost customer loyalty, turnover and public relations.
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ilink is and software and consulting company specializing in computer telephony integration (CTI). Since 1990, ilink has been developing innovative integration solutions for their customers that enable an active data exchange between telecommunication systems and the customer’s existing IT infrastructure. At the heart of the ilink solutions is, on the one hand, a CTI middleware suitable for all platforms; the middleware supports the main operating systems, telephone systems and a wide range of application interfaces. On the other hand, ilink has developed standard integration components which can be customized or extended flexibly to suit individual customer needs.ilink’s expertise is complemented by the high-quality consultancy service it provides for its customers. Partnerships are a priority, enabling ilink to meet individual customer expectations with flexible solutions that can be integrated into an existing infrastructure.
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