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21 Jan 2014

novomind at the Call Center World: Response management software significantly improves customer communications across all channels

From 17 to 20 February 2014, novomind will present solutions meeting the demands of customer service staff at the Call Center World (CCW) in Berlin’s Estrel Convention Center (Hall 5, booth A2). The Hamburg-based company develops and refines all its products based on the voice of the customer.

novomind develops innovative solutions for professional communications
“The wishes of our customers and target groups drive our technologies and not vice versa,” Peter Samuelsen, CEO of novomind AG, commented on the success of his company when receiving the “Entrepreneur of the Year Award” last September. The result of this approach will now be on show at the Call Center World, the largest European congress exhibition for customer service, customer communications and call centers.
Among novomind’s exhibits will be developments for live chats with customers, a beta version of novomind iCLAIM, the new complaints management module, and the novomind iAGENT Supervisor mobile, which has been developed at requests from customers. The latest development allows supervisors to monitor social networks while away and to respond quickly if required. “The diversity of the communication channels has added a whole new dimension to customer communications,” says Sylvia Feja, who is in charge of e-communications at novomind. “We are committed to offering our customers not only the best but above all especially simple and user-friendly applications. novomind iAGENT, for instance, makes it possible to serve all standard communication channels and, hence, to improve customer communications significantly.“

What all novomind solutions have in common is that they always represent the state of the art and are extremely close to customers’ requirements. The Hamburg-based company develops and refines all its products on the basis of the voice of the customer. To ensure this, the novomind management not only cooperates closely with customers in the context of specific projects but also maintains a regular exchange at workshops, roadshows or “developer meets agent” meetings. novomind also actively supports the networking among its customers, e.g. with the help of regular customer events  - such as the traditional customer dinner held on the occasion of the CCW - where customers are given the opportunity to discuss their experience and exchange ideas and opinions with other customers.  Extensive software tests conducted in the Usability Lab of the Hamburg University of Applied Sciences (HAW) also represent the state of the art.

As in the past, novomind will again participate in the “TeleTalk-Demoforum” organised on the occasion of the CCW.
The dates: Forum Email, sms, chat and video in customer dialogue: 18 Feb. (14.10 h), 19 Feb. (11.50 h) and 20 Feb. (14.20 h). Forum Social media in customer dialogue: 18 Feb. (11.50 h), 19 Feb. (14.30 h) and 20 Feb. (16.20 h).

About novomind:
Since 1999 novomind, Hamburg, has been developing innovative eBusiness solutions for the modern Internet world in four e-business segments: E-Commerce (E-shops and zoom server), PIM (Product Information Management), E-Marketplace (marketplace integration) and E-Communication (solutions for contact and service centres). In each of these performance segments, novomind ranks among the technology leaders in Europe. The company covers the entire digital value chain of trade and electronic customer communications.

The Hamburg-based software firm is the fastest growing company in the fields of electronic customer communications and mail management (E-Communication). Its two product lines, novomind iAGENT™ and novomind Self Service Solutions, allow companies to integrate all their communication channels.

novomind currently serves more than 80 companies, including Targobank, Der Club Bertelsmann, Deutsche Rentenversicherung Bund, Ernsting’s family, EnBW, OTTO, QVC and Sixt.
In September 2013, the novomind management team won the Entrepreneur of the Year Award. Every year, renowned auditing and consulting firm Ernst & Young awards the title to honour outstanding entrepreneurial achievements in the SME sector.