| Publisher | Siebel Systems | ||
|---|---|---|---|
| Format | PDF, requires Acrobat Rdr 5 | Date added | 13 Jan 2005 |
| Topics | Network Security, Call Center - Contact, Anti-Hacking | ||
| Downloads | 58 | ||
Founded by the Romans, Cologne is the oldest city in Germany and still characterized by its 2,000 years of history. The business challenges were to replace manual call routing, reduce proportion of dropped calls, minimize authority interruption from misdirected calls and overcome citizen and visitor service discontent. The solution was introduction of a unified, multi-channel call powered by Siebel Call Center to transform quality and efficiency of public services. The benefits were response to 80 percent of 100,000 monthly inquiries at the initial point of contact, increased level of citizen and visitor service and satisfaction, improved Council efficiency and productivity and making the city a more rewarding place to visit.
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