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novomind and Arvato CRM Solutions enter into strategic partnership

08.11.2016

Arvato CRM Solutions to introduce novomind iAGENT as cross-sector solution for omni-channel customer service
Arvato CRM Solutions and Hamburg-based novomind AG have become strategic partners with immediate effect. Arvato, Germany’s leading provider of customer relationship management solutions, will use novomind iAGENT as a cross-sector all-in solution for customer communications. As the central communication platform, novomind iAGENT thus replaces several existing stand-alone solutions and will lead to even greater efficiency and flexibility in the service center network of Arvato, a subsidiary of Bertelsmann.

The aim of the new all-in solution is to create a modern platform for omni-channel customer service comprising interactive chat, e-mail, social media and the current messenger channels. Integration into CRM and telephony systems is also to be enabled. “We have chosen novomind iAGENT after an intensive selection process,” says Thorsten Hanisch, member of the management of Arvato CRM Solutions. “The new platform constitutes an important element of our omni-channel portfolio and will help us to significantly increase our efficiency and to introduce customised omni-channel solutions for our clients much faster.”

The harmonised infrastructure results in a scalable platform, which takes the customer service of Arvato CRM Solutions to a new quality level in Germany and internationally. Due to Arvato’s special requirements, the company uses a dedicated and exclusive BPO version of novomind iAGENT, which Arvato integrates into the respective customer environment. On this basis Arvato CRM Solutions will be able to implement omni-channel transactions within extremely short periods of time while at the same time reducing the number of systems required in the service centers. The multi-lingual communication platform is seamlessly integrated as a data supplier into the analytics platform of Arvato CRM Solutions.

“The partnership with Arvato is a milestone for novomind,” says a happy Peter Samuelsen, founder and CEO of novomind.

Arvato’s German and near-shore business is currently being transferred to novomind iAGENT, which will be used by a four-figure number of Arvato employees, also on an international scale. Arvato CRM Solutions will be in charge of hosting and operation, with both companies cooperating closely in the further development of novomind iAGENT.

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