Infotech Lead Asia: T-Mobile Austria, a subsidiary of Deutsche Telekom, has selected Interactive Intelligence Group’s contact center solution to support its 500 agents across two sites.
T-Mobile Austria selected the Interactive Intelligence Customer Interaction Center IP communications software suite due to its flexibility and the availability of European data centers for a cloud deployment option.
T-Mobile will benefit as its customers will gain from increased efficiencies that are critical to the success of its service channels and outsourced call center partners.
CIC will help support T-Mobile’s recently re-launched European Routing Platform Customer Service (ERPCS) project, which was designed to boost flexibility, integrate outbound campaigns, cut costs, and add non-voice routing capabilities.
Werner Weiss, T-Mobile’s project manager, said: “CIC’s flexibility, cloud deployment option, and value for the money were key in winning us over. However, the deciding factors were our very positive impressions based on customer reference site visits, and Interactive’s exemplary approach to project planning.”
The CIC deployment is expected to go live in the summer of 2013.
Work between all project stakeholders, experts from the various fields, and the project teams from T-Mobile and Interactive has begun. The teams have been working together to detail requirements and implement them. The first training session with Interactive and T-Mobile specialists has already taken place.
T-Mobile Austria has 4,076 million customers and is the second biggest mobile operator in Austria.
In 2011 T-Mobile invested over €100 million in the network with a specific focus on the roll out of HSPA+ and the next generation mobile network LTE.