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freenet.de now uses novomind iAgent in its service centre

01.04.2015

freenet.de is using novomind as its new service provider for its service centre responsible for end customer enquiries. The agents, currently 12 in number, now use novomind iAgent with the communication modules novomind iCALL, iCHAT and iMAIL.
freenet.de GmbH offers millions of users in the German-speaking internet innovative technologies, appealing content and user friendly services. The company is part of the freenet Group, the biggest network-independent telecommunications provider in Germany. With freenet.de, freenetMail and other sites such as single.de and browsergamer.com as well as numerous mobile applications, freenet offers internet users efficient services, comprehensive information and exciting entertainment in the categories: information, communication, hosting, search, shopping, community and gaming.

Since 1. March, freenet.de has been using novomind as its new service provider for its service centre responsible for end customer enquiries. The agents, currently 12 in number, now use novomind iAgent with the communication modules novomind iCALL, iCHAT and iMAIL. The highly efficient multi-channel communication software is linked to freenet’s Customer Relationship Management (CRM) with three channels: e-mail, chat and telephone. This allows the agents to access data via the novomind system without having to switch between the freenet CRM and the novomind solutions. Agents can also search for data manually and enhance chat with customer data. With the communication module novomind iCall, telephone numbers and categories are also forwarded and integrated in the telephone system. Tickets are automatically created via novomind iCALL.

The new tool was integrated smoothly and quickly with a project time of only five weeks. A development of the cooperation is planned. The next step will be the use of novomind iQ for the FAQ Centre. The web self-service software can answer standard questions in real time already on the website which means a further easing of the workload of the agents.

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