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German health provider IKK gets modern with ALE technology


At a glance:

  • Unified telephony solution joins 8,000 users across the business
  • Modern customer contact center with skill-based routing to enhance customer service
  • Solutions to be implemented in conjunction with business partner Dimension Data

Advanced Contact Center Solution

ALE, operating under the Alcatel-Lucent Enterprise brand, and its business partner Dimension Data have won a substantial project at IKK classic, one of Germany's leading healthcare insurance groups. To better serve its members, IKK will install a complete voice communication system, including an advanced Alcatel-Lucent Enterprise contact center solution.

Insuring some 3.5 million people, IKK classic is the sixth-largest statutory health plan in Germany with a nation-wide presence at over 250 locations. The company was created through the merger of a number of insurance funds. As a result, a wide range of telephony solutions are currently used across the organization. The new implementation will better serve members by creating a unified telephony system, complemented by a dynamic contact center solution, making it easier to access information and departments.

IKK predicts significant expansion for the contact center, which will initially be installed for 2,000 agents using the modular Alcatel-Lucent OpenTouch® Customer Service Suite (OTCS). Through skill-based routing that takes into account parameters such as knowledge, location and area of responsibility, OTCS will forward each call received at the company’s central service number directly to the responsible employee.

Voice communication will be implemented with the Alcatel-Lucent OmniPCX® Enterprise Communication Server. It will connect 8,000 users via the latest Alcatel-Lucent Premium DeskPhones.

The project will be implemented between 2016 and 2019 by longtime ALE partner Dimension Data, which has provided services to IKK classic for many years. The implementation is planned to ensure maximum availability by providing full redundancy of the communication servers across multiple data centers.

Michael Förstermann, Spokesperson, IKK classic - “We put great emphasis on customer-oriented consulting. State-of-the-art telephony is an important part of this. With Alcatel-Lucent Enterprise, we have a competent service provider whose technology supports this goal.”

Jens Gläser, Key Account Manager, Dimension Data - “At Dimension Data, we put great emphasis on advising our customers continuously and on finding out together with them how advanced technology can be best leveraged to support their business strategies. With the innovative Alcatel-Lucent Enterprise solutions, IKK classic is going to standardize its phone systems at a high level and to develop the current call center into a customer-friendly contact center."
Hartmut Becker, Key Account Manager, ALE Deutschland - “We are pleased to have won this great project at IKK classic, in excellent cooperation with our long-term business partner. With its proven knowledge and experience, Dimension Data is exactly the right partner for the implementation of this demanding solution."
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Our company is a leading provider of enterprise communications solutions and services, from the office to the cloud, marketed under the Alcatel-Lucent Enterprise brand. Building on our established heritage of innovation and entrepreneurial spirit, we operate globally with 2700+ employees in 100+ countries worldwide, with headquarters near Paris, France.

With communications, networking, and cloud solutions for business of all sizes, our team of technology experts, service professionals, and 2900+ partners serve more than 830,000 customers worldwide, tailoring and adapting our solutions and services to local requirements. This provides tangible business outcomes through personalized connected experiences for customers and end users.

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