Overview

Stuttgarter Lebensversicherung a.G. is one of the leading insurance companies and can look back with pride on a tradition of over 100 years. Personal and exclusive customer relationships are considered particularly important. Over the years, Die Stuttgarter has built up its own open source-based voice infrastructure. A seasonally fluctuating call volume and increased accessibility requirements prompted the company to look for an innovative solution. Die Stuttgarter needed a new platform to improve service quality as well as modern and meaningful statistics and control functions.

Challenge

jtel designed a solution that eliminated the existing problems and created a basis for further development with the prospect of multichannel routing. The system ensures that incoming and outgoing calls are routed according to clearly defined rules and conditions and can be easily customised at any time. The jtel solution was connected to the PBX via SIP trunk so that customer service calls are routed directly to jtel ACD and from there to employees with the appropriate skills. The increased effectiveness in routing was demonstrated immediately.

Solution„jtel immediately improved the stability of the system measurably. We can now react very flexibly to changing requirements at any time.“

jtel’s Industry Solutino for Die Stuttgarter

Stuttgarter Lebensversicherung a.G. is one of the leading insurance companies and can look back with pride on a tradition of over 100 years. Personal and exclusive customer relationships are considered particularly important. Over the years, Die Stuttgarter has built up its own open source-based voice infrastructure. A seasonally fluctuating call volume and increased accessibility requirements prompted the company to look for an innovative solution. Die Stuttgarter needed a new platform to improve service quality as well as modern and meaningful statistics and control functions.

jtel designed a solution that eliminated the existing problem areas and created a basis for further development with the prospect of multichannel routing. The system ensures that incoming and outgoing calls are routed according to clearly defined rules and conditions and can be easily customised at any time. The jtel solution was connected to the PBX via SIP trunk so that customer service calls are routed directly to jtel ACD and from there to employees with the appropriate skills. The increased effectiveness in routing was demonstrated immediately.

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