Swiss Federal Institute of Intellectual Property
The Swiss Federal Institute of Intellectual Property head office (call center) is an important point of contact. Every day, it receives about 230 calls, answers numerous questions, provides information or directs enquiries to the right person. It was therefore vital that call center employees had a reliable call forwarding tool at their disposal. Desired functions included, among others, team configurations, ring groups, various announcement texts and user-specific actions for unanswered calls.
|Calls per day:||about 230||talkbase licence:||Enterprise|
The IPI decided to replace its old telephone system with a local Enterprise installation of Skype for Business. In doing so, new requirements could be met with functions like video conferencing and desktop sharing, which serve for collaboration with customers, partners and employees.
IPI Contact Center employees decided on talkbase
Various attendant solutions for Skype for Business were tested by the contact center employees. The employees were impressed by the “look and feel” and easy handling of talkbase at the very outset. Intuitive, simple and transparent operation made talkbase the favorite in the evaluation process and impressed with the best price-performance ratio.
Following a detailed evaluation of the existing UC environment and current requirements, the IPI chose the talkbase Enterprise Licence. Available functions such as call forwarding facilitates the day-to-day work of the contact center employees considerably. A detailed schedule was subsequently prepared in consultation with the IPI. Assistance and support during commissioning and operator training, among other things, had high priority. Following completion of the project, the IPI now enjoys support via Skype for Business Screensharing.
Impressive customer benefits
talkbase is rated by the Swiss Federal Institute of Intellectual Property and its contact center employees as an optimal system for operator activities. The project managers and employees of the IPI are impressed by the product and talkbase services. The factors that impressed:
- implementation on schedule
- professional training of contact center employees
- simple operation
- state-of-the-art user interface
- best price-performance ratio