Customer Service Portal
Relieves the call center staff of routine tasks and procedures
"Prequalification" – intelligent routing of incoming calls to the right service expert
Efficient handling of peak call volumes - e.g. before the start of popular programs or sports events
Automated pay-per-view and pay-per-channel orders
Forwarding the orders to the activation system
Prize competitions and special offers - Auction, Best player voting
Technology at a glance
- Up to 60,000 calls per hour via voice portal
- Systems at two networked locations
- In total 840 VoIP- and 1200 PRI lines
- Speech recognition on 240 lines
- Integration with Siebel-Backend
Auction TV
Automated planning, bidding and logistics system
Centralized system for phone, text message (SMS) and web bids
High system flexibility allows for last minute changes of auction sequence
Shopping with a choice of alternatives
Technology at a glance
- Two voice portals with 360 lines each
- Redundantly setup web and application server
- To show the bids being made on-screen, the TV company‘s graphics engine is controlled by the Voice Portal via an XML interface
- Interface to the management information system
- Direct hand over of orders to the logistics partner
Your Expert
Mr Thomas Sachs
Fon +49 69 900288-16
thomas.sachs(at)crealog.com