Perfect CX with ACD, Teams & SAP

Helvetia's customer service got off to a fresh start in 2020: Following the migration to Microsoft 365, the introduction of Microsoft Teams to replace an outdated PBX and the integration of SAP as the data management system, an innovative, flexible and highly scalable ACD solution was introduced at Helvetia Germany with VIER engage.

In 2022, VIER engage was introduced for call routing including IVR. Around 340 employees use the ACD - in the alternating model from the office and home office. The connection to SAP is also part of the call processing: in the VIER Unified Desktop, all relevant customer information for call processing from SAP is clearly available on the screen for the clerks. The otherwise tedious switching back and forth between systems is significantly reduced. Another requirement was status synchronization between the ACD and Microsoft Teams: In terms of technology, the VIER ACD communicates with Microsoft Teams Office telephony in Customer Service. If a service employee sees the Teams status of a responsible colleague, this leads to targeted forwarding, better availability and shorter overall processing times.

Fully integrated since 2022, Helvetia Customer Service with ACD, Microsoft Teams, callback management and SAP takes the customer experience to a whole new level with a focus on the customer. In November 2022 alone, 52,000 calls were registered. The ability to immediately route callers to the right and available contact person therefore significantly reduces waiting times for customers. The automatic call-back management also ensures positively surprised customers and has made answering machines superfluous in some specialist departments.