Internetstores AG opt for “Fidelity”

to upgrade their call center solution

Internetstores AG is a young and thriving e-commerce group based near Stuttgart in Germany, which has developed performance levels very successfully over recent years. The company, which turned over more than €25 Million in 2009, has experienced dynamic growth mainly through the on-line sale of bicycles, bicycle accessories and general fitness equipment, and its two main on-line stores, fahrrad.de and fitness.de, are currently both consolidated e-commerce leaders in their respective sectors.

In the context of this recent growth and the opening of on-line sites for various other countries the organization has twice had to change location and during the most recent relocation it was decided to take the opportunity to upgrade from the integrated ACD application provided with the DeTeWe OpenCom 1000 PBX, to a more powerful solution to be able to incorporate more complex call routing methods and a complete statistics package in line with the new demands being made on the system.

To find a solution Internetstores AG turned to HTC Communications Ltd, a leading provider of multi-vendor telecommunications and IT solutions, which has been service partner to the company since its inception in 2003.

The specialists from HTC finally selected the Fidelity Call Center solution for its intelligent call distribution capabilities integrated with the OpenCom 1000. The previously used automatic attendant acting as a first level filter could also be managed by Fidelity together with many groups and greeting messages related to the different shops and countries. The agents (16 in total) receive detailed information about the incoming call and the different queues (number of calls waiting), and the integrated supervisor’s interface provides real time monitoring of all activity in the call center allowing the team leader to intervene actively in call processing and to distribute calls manually if necessary (drag & drop), and to give the agents support via a text chat feature.

By means of the reports and statistics package, call volumes and peak times may be analyzed and evaluated in order to take full advantage of the call center resources available. Business processes have now been optimized and the result is a better call distribution, and ultimately improved customer service.

www.jusan.es/fidelity |   Fidelity Call Center solution is distributed in Germany by Corporate Music Group