Imagebild Wolters Reisen für Case Kundencenter

Telephone and contact center solution for Wolters Rundreisen

We implemented a telephone and contact center solution using Microsoft Teams for the company Wolters Rundreisen.

Shortcuts to the project

The goal of the collaboration with tour operator Wolters Rundreisen was to replace the outdated telephone system (PBX) and call center solution. The customer chose Microsoft Teams as the tool for this, which had already been introduced to implement the hybrid working model and has since been used for internal communication and online meetings. Within a short period of time, we were able to replace the complex and expensive telephone and call center system with an integrated contact center solution using Microsoft Teams. This has provided Wolters with a work interface for decentralized internal and external communication, while also positioning the company optimally for the future.

Imagebild Kundencenterlösung Wolters Reisen läuft auf Smartphone

Our path to the goal

To facilitate usability and set up the central user interface with Microsoft Teams, we defined the requirements for a contact center. In doing so, we gathered experience from various stakeholders and combined it with the goals of the management. The next step was to analyze the contact center systems with deep Teams integration. We then documented a comparison matrix as a basis for decision-making. The providers Anywhere365, Landis, and Luware were directly compared. The decision was made in favor of Luware, and when introducing the new system, we paid particular attention to the configuration of the new call handling, known as queues.

Implementation of call flow settings
The implementation was carried out together with the team leader, as he will be responsible for administering the settings himself later on.
Training for agents
The agents received training on the new contact center solution, which is also fully integrated into Teams. This enabled the project to be implemented quickly.
Go live
After just two weeks of go-live processing, including training for the new telephone system and contact center, we were able to successfully introduce the new future-oriented solution and thus replace the outdated system. The step towards unified communications (UCC) for a functioning hybrid environment was thus completed and the goal of easier usability was achieved. As an integration partner, we support Wolters Rundreisen not only with implementation, but also with support and the further expansion of the solutions used.