UCCNET Increases Customer Satisfaction in Contact Centers

Hennef (D) / Budapest (H), February 8, 2013. Since the beginning of this year, UCCNET Kft. in Budapest provides a comprehensive solutions portfolio for Hungarian customers and users of Cisco’s market-leading contact center technology. With consulting services and design, implementation and support, as well as specially designed added value modules for contact center management: UCCNET is the ideal partner for optimum customer service.

“Our goal is to support contact centers in Hungary in getting the best out of their technical infrastructure, thus steadily enhancing their customers’ satisfaction“, says Axel Amelung, Senior  Business Consultant IP Solutions at CONET and Managing Director of CONET Communications in Austria and UCCNET in Hungary. “As a certified Cisco-Partner we do not only have long-standing consulting expertise, but also a high development competence to provide solutions for our customers’ special requirements.“

With the UCC Suite the company also provides an assortment of tools which address the main challenges in customer contact and perfectly supplement the current Cisco contact center products:

• The UCC Wallboard for instance presents all relevant key data for the contact center concisely on one central screen and thus enables an effective reaction to unexpected load developments.
   
• The UCC Control Tool has specially been designed for dealing with automated announcements and waiting loops. With this tool you can flexibly and user-friendly control different announcements, recordings and queries.
   
• The UCC Group Monitor provides a real-time overview over all agents and teams in the contact center. Additionally, it is possible to allocate agents to teams or groups according to skills, thus ensuring the highest possible availability and optimum workload balance.

“In Germany we have successfully been providing contact center and IP telephony solutions for many years“, says Anke Höfer, Managing Director of UCCNET’s German mother company CONET Solutions GmbH. Solutions like the CONET UC Radio Suite, a special communications- and conference platform for control centers, are currently in operation at the Austrian motorways and tunnel operator ASFINAG. As operative affiliate companies of CONET Solutions GmbH, UCCNET in Budapest together with CONET Communications in Vienna will further the internationalization of the CONET Group.

• Contact Center Solutions