Telephone and contact center solution for Wolters Rundreisen

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

Imagebild Wolters Reisen für Case Kundencenter

Project shortcuts

The aim of the collaboration with the tour operator Wolters Rundreisen was to replace the outdated telephone system (PBX) and call center solution. The customer opted for Microsoft Teams, 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 space 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. As a result, Wolters has created a work interface for decentralized internal and external communication and is thus optimally positioned for the future.

Our path to the goal

We defined the requirements for a contact center in order to facilitate usability and set up the central work interface with Microsoft Teams. In doing so, we gathered experiences from the past of various stakeholders and combined them 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 during the introduction of the new system, we paid increased attention to the configuration of the new call handling, the so-called queues. 

Imagebild Kundencenterlösung Wolters Reisen läuft auf Smartphone

Go-live within a very short time

After defining the requirements and analyzing comparable systems, the final steps for the go-live were implemented.

  • Implementation of the call flow settings

    The implementation was carried out together with the team leader, as he is to administer the settings himself later on.

  • Training for the agents

    The agents received training for 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 the go-live process, including training for the new telephone system and the contact center, we were able to successfully introduce the new future-oriented solution and thus replace the outdated system. The step towards unified communication (UCC) for a functioning hybrid environment was thus accomplished and the goal of simpler usability was achieved. As an integration partner, we support Wolters Rundreisen not only with the implementation but also with support and the further expansion of the solutions used.

Get in touch now

Boris Palluch

managing director

Timo Hinrichsen

managing director