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T-Mobile Austria, a subsidiary of Deutsche Telekom, has chosen Interactive Intelligence Group Inc.’s (Nasdaq: ININ) contact center solution to support its 500 agents across two sites.
The Interactive Intelligence
Customer Interaction Center ® (CIC) IP communications software suite was selected for its flexibility, the availability of European data centers for a cloud deployment option, and proven track record backed by more than 5,000 customers worldwide.
T-Mobile sees its customers benefiting from increased efficiencies and state-of-the-art technology, which are critical to the success of its service channels and outsourced call center partners.
CIC will help support T-Mobile’s recently re-launched “European Routing Platform Customer Service” (ERPCS) project, which was designed to boost flexibility, integrate outbound campaigns, cut costs, and add non-voice routing capabilities.
“We have very high standards and Interactive Intelligence has been diligent in sticking to all of them,” said Werner Weiss, T-Mobile’s project manager. “CIC’s flexibility, cloud deployment option, and value for the money were key in winning us over. However, the deciding factors were our very positive impressions based on customer reference site visits, and Interactive’s exemplary approach to project planning.”
CIC deployment is expected to go live in the summer of 2013. Work between all project stakeholders, experts from the various fields, and the project teams from T-Mobile and Interactive has begun. The teams have been working together to detail requirements and implement them. The first training session with Interactive and T-Mobile specialists has already taken place.
T-Mobile Austria has 4,076 million customers and is the second biggest mobile operator in Austria. The company is known for driving innovation in the telco business. Both brands "T-Mobile" and "tele.ring" address two different target groups. T-Mobile lives by the slogan "Life is for sharing" and offers innovation in regards to smartphones, services and applications. The brand tele.ring is the successful “value for price” leader in the Austrian telecommunications market. In 2011 T-Mobile invested over € 100 million in the network with a specific focus on the roll out of HSPA+ and the next generation mobile network LTE. T-Mobile Austria has 1,400 employees. In 2011 the company received an award for the most attractive employer in Austria by Aon Hewitt. T-Mobile's headquarters, the T-Center, are based in Vienna on the Rennweg near the "Südost-Tangente." In addition to 46 T-Mobile shops, T-Mobile has sales offices in Salzburg, Innsbruck, Graz and Klagenfurt.