Contact Center Solutions Portfolio

Especially customer care centers of financial institutions, retail and commerce need powerful, integrated communications tools in order to offer an excellent customer experience. With their Contact Center Solutions and the CONET UCC Suite, CONET offers comprehensive consulting, development, implementation and special supplementary solutions for leading service center technology like Cisco.

• Pool all communication channels from phone and fax to e-mail, voicemail and video one a single IP communication platform without media discontinuities
• Evaluate information centrally, advance your reporting and process all contacts in a reliable, service-level-oriented way, improving your quality of service significantly
• Unify, optimize and integrate all existing business applications like SAP, processes and IT infrastructures via application integration and CTI
• Protect your investments, secure sustainable solutions, increase value and reduce costs for operation and maintenance

Together with your communications and process specialists we develop fitting concepts for your call center and customer contact, define strategic objectives and will demonstrate from the onset of our projects which functionality you will benefit from in the implemented solutions.

After successful implementation, we train your staff in the use of the new technological and process solutions, support you in regular operation and provide you with extensive hosting and managed service models as well as 24/7 service, so that your call center and contact center architectures are capable of coping with all your customers' and employees' demands towards efficiency, availability and usability.

In view of the ever more intensive networking between different means of communication and communication architectures, a seamless integration between control rooms and traditional contact center solutions is becoming increasingly important.

When it comes to accepting emergency calls via emergency call systems as well as a central hotline and coordinating alarms and deployments, direct coupling and centralized operation of the corresponding systems in a single interface avoids media disruptions and saves valuable time. Read more on why the CONET UCRS is the perfect platform for such an integration on our CONET Unified Communications Radio Suite pages.

The answering and processing of inbound and outbound queries via a diverse mix of channels like phone, e-mail, chat, video or social media leads to a significantly higher complexity in workflows, reporting and desktop integration. The demands towards the IT show a wide variety: from a communications infrastructure which maps, depicts and supports all business processes concisely up to flexible but nevertheless fast and effective control and reporting options.

With the CONET UCC Suite, we offer specially developed added-value solutions for these and other contact center demands. The modules work completely platform-independent and can therefore be easily used with most diverse contact center infrastructures like the Cisco UCC, enhancing the competitiveness of these standard contact center platforms in areas in which they do support the needed functionality not at all or at least not sufficiently. Due to their power, scope, modularity and scalability, its modules make the UCC Suite unique in the field of contact center solutions and customer collaboration.

The CONET UCC Suite Modules in detail:

CONET Control Tool
The CONET Control Tool is perfectly adapted to the needs of large contact center installations and helps the supervisors and administrators to fulfill their duties within the contact center management more efficiently. The CONET Control Tool most clearly shows its advantages in the field of the automated control of pre-recorded announcements. Planned marketing and service announcements can be just as easily implemented as short-notice emergency announcements or ad-hoc messages. Office hours, holidays or absences can be centrally maintained and adapted if necessary. A multifunctional rights concept and the easy separation of multiple clients add to an increased reliability and flexibility for the administration in real-time.

If you need a large-scale, distributed network solution to deal with your challenges in customer collaboration, Cisco technology is the way to go. For more than ten years, CONET – currently certified Cisco Premier Partner – has constantly been extending its integration and development competencies in powerful supplementary solutions for Cisco architectures. The specialty certification for Collaboration Architecture, especially for Cisco UCCE and UCCX and combined with the long-standing Technology Developer Partnership, guarantees early and comprehensive experience with the most up-to-date tools like Cisco Finesse and forms a firm basis for targeted consulting and value-adding solutions provided by CONET. www.cisco.com

"The new contact center solution that we developed together with CONET has optimized the accessibility of our 60 call center agents. This means the waiting time for our customers has been reduced significantly. Furthermore, the managers of our customer support centers are now able to access needed reports in the central reporting system anytime and from anywhere." The Following Companies Use Contact Center Solutions of CONET for Finance, Retail, Commerce and Other Industries

The Media-Saturn Group of companies unites Media Markt und Saturn, Europe‘s leading electronics retailers. In the course of upgrading the group’s telecommunications to voice over IP (VoIP) based on Cisco technology, Media-Saturn was on the lookout for a modern, sustainable call and contact center solution for the companies’ customer service. CONET implemented the respective IP-based Cisco contact center solution.

INFOnline GmbH was planning to extend its customer services and therefore decided to upgrade its communications to voice over IP (VoIP) based on Cisco Unified Communications Manager Express 7.0 (UCME). The new solution offers fax, voicemail and interactive voice response (IVR) functionality as well as basic reporting options on incoming calls. For the realization INFOnline contracted CONET.

ResMed is a global leader in manufacturing medical respirators, specializing on products for diagnosis and therapy of sleep-related breathing disorders as well as invasive and non-invasive ventilation. ResMed emphasizes exceptional service and professional consulting of doctors, medical staff, hospitals, health insurances and patients alike. In order to be able to increase customer and patient service significantly, ResMed was looking for a fitting voice over IP (VoIP) solution and contracted CONET for designing and implementing a Cisco Contact Center Enterprise (UCCE).

• Control Room Communications
• Interception Protection for IP Telephones

• Cisco UCCE