Monitoring

What Customers of our virtual telephone system and other products have to say:

“To lead our service oriented company, which provides over 6.000 contractual partners with convenience goods, competitive into the future, we had to rise to the challenge four years ago to change our until then decentralized logistic into a centralized warehousing and distribution.

All decentralized branches were to be completely closed. Until then those were responsible for the communication with our over 6.000 contractual partners as well as the order taking and fulfilment.

All of that should be replaced with 1 central warehouse and 1 call centre (order taking, fulfilment, customer care etc.).

To get the needed approval for these essential economisation measures of our thousands of contractual partners, who until then had their personal address in our decentralized branches, it was inevitable that the new call centre which would now replace all former branches, would be easy to reach, to not frustrate our partners just by inadequate reachability.

We all know that a good reachability depends for one thing on a high number of agents, who locally are able to react to possible calling peaks, but on the other hand, can also be optimised by the intelligence of the telephone system. If the directly dialled contact is currently speaking it is possible, with an accordingly intelligent TC system, to be put through to the next available colleague with suitable skills, without any waiting or dialling times emerging for the caller.

While searching for a telephone system with that feature, the iMos® Contact – Call Center solution from Multiconnect convinced us. This virtual call centre solution could conveniently be put „on top“ of our existing decentralized telephone system, so we didn’t have to exchange this.

This way we saved time and money.

Via the iMos® Contact – Call Center solution from Multiconnect, we process 100.000 minutes/month.”

– STEFAN S.

“As breakdown service, we offer a 24-hour emergency call centre and have to guarantee a maximum of reachability around the clock.

While we were relocating our call centre, we conveniently also had to exchange our old Siemens telephone system as it reached its end-of-life cycle and needed to be urgently exchanged.

We wanted to use state of the art technology in our new call centre. If you have a locally installed telephone system you always face the risk – in case of a defect – that the call centre is fully or partially not reachable. This should not happen at a 24-hour emergency call centre. Therefore, we were looking for a cloud solution a priori.

But we needed to find a reliable partner with failsafe servers. This was very important for us.

For our customers, we are reachable 24/7 and we expect the same from our TC-provider. A reliable and high-quality call recording is mandatory for us, as an emergency call centre for a breakdown service, and maybe even lifesaving for our callers. Furthermore, flexible outage- and overflow routings to our redundance call centre should be easy and fast configurable even by the respective shift manager at any time.

When we heard about the iMos® Contact – Call Center solution, we were really happy as it not only ticked all the boxes on our wishlist but – what may have helped us to decide fort hat solution – due to the virtual cloud solution, which did not require any technical implementation from our side, we were able to relocate interruption-free and without any loss to our new call centre.

For many years now we are satisfied customers of Multiconnect and can say, that we have found a very reliable partner who offers us a maximum of support and know-how.”

– REGINA G.

“As an independent business consultant, I advised a company for energy economics that was confronted with a massively increased calling volume.

The ladies working at the reception, who were also responsible for the telephone switchboard, were all of a sudden fully engaged to distribute the various concerns of callers to the right person, department or specialised field. We all know: the appropriate employee is not working today, or currently unavailable and the call gets rerouted to the switchboard, where the next caller is already „dealt“ with.

Furthermore, there are the callers that do have and dialled the direct line of an employee, who unfortunately isn’t available either – those callers also end up at the switchboard.

In a nutshell: We now had to decide if we should reroute this increased calling volume to a newly developed call centre – but then we would have to see if the new call centre agents could be trained to have enough skills to be able to meet the requirements and really solve the various problems and questions of the callers – or if we should solve this problem by effectively integrating voice messages in the telephone system to form an entity? We needed an intelligent telephone system that checks what the caller needs and „knows“ which employee is „at home“ and which skills they have. Does something like this really exist?

The answer is: Yes! I recommended the iMos® Contact – Call Center solution from Multiconnect to my client.

My client was able to install and put the iMos® Contact – Call Center solution from Multiconnect into operation fast and uncomplicated. Because the system is easy and intuitive to use, no extensive training for employees and colleagues was needed.

Furthermore, they now have the possibility to get a live monitoring of the most important key figures in real-time directly from the telephone system and the quality monitoring offers extensive statistics and analysis at any time. All of this while being location independent & failsafe!

My client is very satisfied with the iMos® Contact – Call Center solution from Multiconnect.”

– MAX S.

„We create e-money and prepaid card solutions for our customers that reduce the complexity, effort and costs for every card payment while still having a maximum of transparency and control.

We help our customers to pay and get paid.

With Multiconnect we, as one of the fastest growing FinTech companies in Europe, have had a reliable partner on our site. The reliability and outstanding service from the conception to the execution convinced us.
Therefore, we can guarantee the best possible service and reachability for our growing client base.”

– JENS VOIGT, DIRECTOR CUSTOMER SERVICE PPRO FINANCIAL LTD

„We were able to telephonically support the nationwide general election campaign 2017 more efficiently than ever before with the iMos system from Multiconnect: Over the course or six weeks, volunteers were calling numerous members throughout Austria. The reaction speed and focus on finding solutions of the Multiconnect team perfectly complemented our work, as requirements can change numerous times a day, in an evening or on a weekend in an election campaign – working with iMos and Multiconnect was ideal for that.“

– CAMPAIGN MANAGER

Vielen Dank für Ihre Angaben!

Vielen Dank für Ihre Angaben!

Vielen Dank für Ihre Angaben!

Vielen Dank für Ihre Angaben!