"WELCOME TO 115. YOU HAVE REACHED THE SERVICE CENTRE IN BERLIN ..."
The voice of the citizen service line 115 utters this sentence around 5000 times each day. It is the friendly welcome for callers from the voice-enabled computer that handles call forwarding to a range of different advising teams in Berlin and helps call agents give frequently requested advice.
With call volumes continuously on the rise or additional work needing to be done at the service centre, the essential question is: Annoy citizens with long waiting queues or employ innovative technology?
Please check our ITDZ Berlin testimonial page for more details and download the full ITDZ Berlin success story.