Do you need help?

News Customer Service
19 Apr 2016

Get a job in Germany fast: Federal Employment Agency relies on novomind iCHAT

Hamburg-based software expert equips “Make it in Germany” portal for international qualified professionals with live chat.

Get a new job in Germany faster with novomind iCHAT: The German Federal Employment Agency uses the live chat software from Hamburg for its portal for international qualified professionals. The advisory chat room is included in the Virtual Welcome Centre (VWC) of the International and Specialised Services (ZAV) of the Federal Employment Agency (BA). novomind iCHAT is part of the central communication platform novomind iAGENT, which bundles all customer communication channels in the form of chat, mail and call modules. The platform also comprises the self-service module novomind iHELP.

“Make it in Germany” is a multi-language welcome portal operated by the Federal Ministry for Economic Affairs and Energy. It offers advice on working and living in Germany. Among other things, it helps international qualified professionals to find a job in Germany and provides tips for the recruitment of foreign professionals for German employers.

In an open call for tender, Hamburg-based novomind AG was selected to implement the new project quickly and reliably. “In addition to the process technology criteria of the tender, we had to meet the extensive data privacy and security requirements of the Federal Employment Agency,” says Sylvia Feja, Head of E-Communication at novomind. The names of employees or contact centre agents may, for example, not appear in the chat and the data of the interested professionals must also be protected.

The Federal Agency did not have a text chat to date and wanted to establish even greater proximity to the customer by using this new modern communication channel. For the Federal Agency, novomind developed customised chat frontends which exploit the full power of novomind iCHAT: fast and efficient processing of chat dialogues thanks to context-sensitive text templates, a central knowledge base and maximum user-friendliness. A central reporting and monitoring system is also included.

Since its roll-out for “Make it in Germany” in December 2015, novomind iCHAT has been used successfully by the employees of the Virtual Welcome Centre of the Federal Employment Agency.  Further expansion steps including at other levels of the Federal Agency are planned.