Lucerne is one of the most beautiful places in Switzerland. The region around the city offers a high life quality and unique possibilities, be it culturally or in the wonderful nature surrounded by mountains and lakes. The city itself has around 85,000 inhabitants and is the capital of the canton of Lucerne. It is the location of universities and technical colleges as well as the Cultural Center of Central Switzerland. The City of Lucerne is one of the main employers of the region. Motivated employees are the capital of every company. As an attractive and dependable employer, the City of Lucerne has around 1,700 employees and 900 teachers in more than 100 different fields and trains over 60 apprentices in 12 professions – all these employees are highly committed to the city and its citizens.
Swisscom and Luware win WTO tender process
In the run-up to the tendering process, the requirements for a modern communications and collaboration infrastructure were determined together with a representative group of employees. The findings were then agreed between the representatives of the individual directorates. The comprehensive needs analysis led to a platform and product-independent World Trade Organization (WTO) tender process. The contract was awarded to Swisscom and Luware, which includes Luware’s Microsoft Skype for Business, LUCS, TeamManager and Assistant, as well as Verint’s recording solution.
Paradigm change in the contact center
“With the LUCS customer service solution and the universal routing solution TeamManager from Luware, the wishes and requirements in the area of contact centers and operator switchboards are fully covered. Assistant extends the functionality of Skype for Business, further enhancing user adoption. This market-leading solution is a paradigm change in the customer service and digitized communication environment,” explains Jakob Hauser, Head of Customer Interaction Solutions at Swisscom (Switzerland) AG. Urs Bisang, Head of Project Services of the City of Lucerne adds: “It’s all about an operational change, a new way of working together. New forms of communication, away from simple PBX (Public Branch Exchange) and over to Unified Communications and Collaboration.”