Success Story: Die Stuttgarter
Ensuring essential communication processes
Outstanding service strategies for one of the leading insurers
Overview
Die Stuttgarter Lebensversicherung a.G. is one of the leading insurance companies and is proud of a tradition spanning more than 100 years. Personal, exclusive customer relationships are considered particularly important. Over time, Die Stuttgarter built its own open-source-based voice infrastructure. Strong seasonal fluctuations in call volumes and increased requirements for availability prompted the search for an innovative solution. Die Stuttgarter needed a new platform to improve service quality, together with modern, meaningful statistics and management functions.
Challenge
jtel designed a solution that eliminated the existing problems and created a foundation for further development, with multichannel routing in prospect. The system ensures that incoming and outgoing calls are directed according to clearly defined rules and conditions that can be individually adapted at any time without difficulty. The jtel solution was connected to the PBX through a SIP trunk, so customer service calls are sent directly to the jtel ACD and forwarded from there to employees with suitable skills. The increased routing effectiveness was immediately measurable.
Solution
“jtel immediately delivered a measurable improvement in system stability. Today, we can respond to changing requirements with great flexibility at any time.”
jtel's industry solution for Die Stuttgarter
Die Stuttgarter Lebensversicherung a.G. is one of the leading insurance companies and is proud of a tradition spanning more than 100 years. Personal, exclusive customer relationships are considered particularly important. Over time, Die Stuttgarter built its own open-source-based voice infrastructure. Strong seasonal fluctuations in call volumes and increased requirements for availability prompted the search for an innovative solution. Die Stuttgarter needed a new platform to improve service quality, together with modern, meaningful statistics and management functions.
jtel designed a solution that eliminated the existing problems and created a foundation for further development, with multichannel routing in prospect. The system ensures that incoming and outgoing calls are directed according to clearly defined rules and conditions that can be individually adapted at any time without difficulty. The jtel solution was connected to the PBX through a SIP trunk, so customer service calls are sent directly to the jtel ACD and forwarded from there to employees with suitable skills. The increased routing effectiveness was immediately measurable.