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Ascom (Schweiz) AG

Ascom: Networked virtual Contact Centre solution provides greater customer proximity for Winterthur Insurance

Bern (ots)

Ascom expands the Contact Centre solution at
Winterthur Insurance to three sites, upgrading these to a networked
virtual Contact Centre. The project of over a million Swiss Francs
calls for Ascom to provide planning, implementation and networking of
the new Contact Centres with the globally operating Service Centre
and the Claims Service in Winterthur.
Winterthur Insurance's Service Centre and Claims Service provide
their clients with fast and competent information services worldwide
and round the clock in more than 6 languages via various
communications channels. The Contact Centres are important
instruments for optimising the quality of service and for strong
customer loyalty. To further increase customer proximity, Ascom was
entrusted with the implementation of two additional Contact Centres,
networking them with the Service Centre and Claims Service in
Winterthur to create a virtual Contact Centre. This new solution and
the expansion from Winterthur to two additional locations in Aarau
and Lausanne achieves Winterthur Insurance's objective of close
customer proximity also throughout Switzerland.
The requirement is to provide a turnkey solution by the fourth
quarter of 2002: Ascom will work out a concept for the expansion,
will support Winterthur Insurance in adapting the business processes
and will be responsible for the implementation, including the
necessary hardware and software infrastructures. The networked
virtual Contact Centre will be controlled from the present site in
Winterthur. To do this, the additional systems will be connected to
Nortel's central Symposium Network Control Server, successfully in
operation since March of 2001. Moreover, three further autonomous
Contact Centre units in other areas will be linked to this solution.
A Skill Based Routing system is used for optimum allocation of
customer queries among the agents. This system ensures that calls are
routed quickly to the appropriate specialists for competent and
customer-oriented service.
The Ascom solution provides all functions required by an efficient
management of geographically distributed Contact Centres and thus
supports Winterthur Insurance's multi-access strategy. Flexible
evaluation modes for an optimum workload according to specialised
staff groups or individual sites, evaluations to support resource
planning and analyses for quality assurance of the available services
contribute to the optimisation of customer services. "In Ascom we
have a competent, future-oriented partner, who by implementing the
virtual Contact Centres allows us many options for future
applications", says Miguel Marin, Director of Operations Management /
Call Centre Platform CH at Winterthur Insurance's Service Centre.
The Winterthur Insurance project confirms Ascom's strong market
position for systems and network integration. Ascom Network
Integration is one of Ascom's core businesses alongside Security
Solutions, Wireless Solutions and Transport Revenue.
About Ascom
Ascom is an international service provider for integrated voice
and data communications, network-based security solutions and
networked revenue collection systems for public and private transport
operators. The Network Integration, Security Solutions, Wireless
Solutions and Transport Revenue Business Units plan, build, maintain
and operate tailor-made, comprehensive solutions along the complete
value-added chain - with a service-oriented portfolio and proven
technology know-how. Ascom is active worldwide in markets with a high
growth potential. The Ascom registered shares (ASCN) are quoted on
the SWX Swiss Exchange in Zurich.

Contact:

Ascom Corporate Media Office
Ascom Management AG
Stephan Howeg
Head of Corporate Communications & Investor Relations
Belpstrasse 37
3000 Bern 14
Tel. +41/31/999'43'44
Mobile: +41/79/250'63'26
Fax +41/31/999'21'17
mailto media@ascom.com
Internet: http://www.ascom.com