Swiss Federal Institute of Intellectual Property

The Swiss Federal Institute of Intellectual Property is the government’s central point of contact for all questions concerning patents, trade marks, geographical designations of origin, design protection and copyright. It is responsible for drafting relevant legislation. The IPI also represents the interests of Switzerland in international organizations and third countries.

Initial situation

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.

Facts

Location: Berne Operator groups: 1
Employees: 280 Operator workplaces: 5
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.

Our entire telephone system had to be replaced. We were impressed by the easy operation and transparency of talkbase — no unnecessary buttons that make it difficult or complicated to use. Thanks to professional assistance and support, any ambiguities and concerns were dealt with very quickly. We are very satisfied with this attendant solution.

Marco Andreose, Head of Contact Center

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.

Implementation

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.

The change to Skype for Business was imminent and a requirements catalog was prepared. talkbase impressed us by its stability and easy operation. Collaboration was always professional and very pleasant. We felt we were in good hands and our concerns were dealt with immediately. Installation of and integration into Skype for Business went smoothly and without any problems. The support provided for “go live” was excellent. Our special requests were carried out very quickly and professionally.

Daniel Freiburghaus, Senior System Specialist (Project Manager)

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