The international conference and exhibition for customer service, communication and contact centres takes place again in Berlin from 21 to 23 February 2017. A special highlight of the event is the presentation of the CAt award for the best call centre managers of the year from Germany, Austria and Switzerland. The prize is awarded by event organiser Management Circle in conjunction with sector publication CallCenterProfi. Matthias Schmidt, manager of external partners at mobile.de, entered himself for this year’s prize and is now one of five nominees from the large pool of contenders for final selection.
The application Matthias Schmidt submitted included the successful marketing of a new service model, in which the oneclick™ application delivery and streaming platform plays an important part. One component of the implementation was the introduction of a central dialler platform. After a pitch of various vendors, mobile.de selected high performing software “Elsbeth“ of vendor Enghouse AG. The dialler software is delivered 100% web-based via oneclick™ to call centre agents in distributed locations of service providers, without the need of client or plug-ins installations on used devices. For this purpose, oneclick™ was directly docked onto the Software-as-a-Service platform of the vendor. “This facilitates the software roll-out quite considerably“, says Matthias Schmidt of mobile.de. “Within seconds, new digital workspaces can be set up with the dialler software. If an agent no longer works on a project, the license is immediately withdrawn again. For compliance reasons, it is important for us to be able to manage access and use of the software as well as data centrally and in real-time. In addition, an interface to our CRM system Salesforce was developed and successfully implemented. oneclick™ delivers application, data and voice as an encrypted stream in a highly secure way to the agents. Another advantage is automation of steps to provide the software. When a new user is set up in oneclick™, the platform then takes over creation in all involved systems, such as RDS, SIP proxy and in the application itself. This saves valuable minutes during each user set up.“
Everybody in the oneclick team would like to warmly congratulate Matthias Schmidt to the nomination and sends their wishes for a successful awards ceremony!
About the CAt Award:
The CAt Award is awarded to the best call centre manager of the year from Germany, Austria and Switzerland. It recognises the performances of service and contact centre managers, who together with their team have implemented successfully a selected project. This includes the realisation of an exceptional staff development concept, the successful design and implementation of a campaign, the development of a successful HR marketing concept, a comprehensive restructuring effort or quality measure.