Great flexibility with the Cloud Contact Center

Osiandersche Buchhandlung GmbH has been relying on the expertise of IP Dynamics since 2011. At that time, a classic Voxtron Communication Center from the manufacturer Enghouse Interactive was initially set up in conjunction with an Avaya telephone system. Over the years, Osiander has integrated new branches into the system, so that the solution has grown continuously. In 2020, a major system changeover was scheduled at Osiander. The IT Equipment of the bookstores and their administration were outsourced. A new technical infrastructure was to be set up for the company headquarters in Tübingen.

One of the problems with the old system was that during the Christmas period, which is traditionally a very busy time for the book market, the Contact Center reached the limits of its capacity. During the rest of the year, however, the capacities were completely sufficient.

Switching to a cloud service therefore seemed logical to the IT managers at Osiander. Not only because the Company had already moved to the cloud with other Services before, but also because of the enormous flexibility of such a solution. It was equally understandable to realize this Change together with IP Dynamics. “We have been very happy with IP Dynamics for many years, enjoying expert advice and fast support”, says Benjamin Carozzi, Head of Customer Center at Osiander. “We were very impressed by the concept for a new cloud solution from IP Dynamics. Therefore, we decided to continue the excellent cooperation that we have enjoyed for years.”

Following the recommendation of IP Dynamics, the latest version of Voxtron Communication Center was migrated to the cloud. This allowed the proven settings and processes to be adopted without any negative changes for customers and employees, thus enabling a smooth transition for all parties. The cloud version of the Contact Center is thus almost identical to the on-premises version previously used. The crucial difference: when the load is high, the Contact Center can now be scaled as required. If an above-average number of customer calls come in, Osiander can quickly add more employees and waiting areas. In this way, the solution adapts flexibly to the traffic.

In addition to the Contact Center, the PBX solution was also migrated to the cloud. Osiander has gradually replaced its old Avaya system with a modern system from the German manufacturer innovaphone. For a while, the old and the new system were used in parallel operation. In the meantime, the Avaya system has been completely replaced. Like the Contact Center, the innovaphone solution is hosted in the IP Dynamics data center.

The company‘s bookstores were equipped with classic telephony devices. In the headquarter, on the other hand, the modern innovaphone soft client myAPPS is used. This enables employees to use other unified communications functions of the myAPPS client in addition to the softphone – for example video telephony. The rollout of the new infrastructure did not affect ongoing operations and tied up only a few personnel resources at Osiander. “We could rely one hundred percent on IP Dynamics. Everything was implemented exactly as we had planned and coordinated it together.”, Benjamin Carozzi sums up. “Basically, there were no problems. IP Dynamics stood by us at all times as a solution-oriented service provider and clarified all questions at short notice.”

Since the switch to the cloud, all employees at Headquarters have been working exclusively with soft clients. The changeover was not difficult, as the new interfaces were explained to everyone individually as part of the changeover. Above all, however, the employees are pleased that they can now switch seamlessly to their home offices thanks to the soft clients. Previously, Osiander‘s IT department had to go to great lengths to enable colleagues to work mobile.

For Osiander, it‘s not just the added flexibility that‘s benefiting, but also the reduced costs. Since the Administration and maintenance of the cloud solution was outsourced to IP Dynamics, Osiander saves time and money.

For the future, Osiander plans to further expand the System in cooperation with IP Dynamics. Currently, only telephone calls are distributed and processed via the Contact Center. In the future, all contact channels will be bundled via the software, according to Benjamin Carozzi. “We would like to integrate e-mail processing and, in the future, chat and WhatsApp channels. In this way, we can make the work of our service employees easier and at the same time ensure rapid processing of all customer concerns”, says the Head of Customer Center.

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