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The classic telephone system of Konica Minolta Business Solution Denmark a/s (Konica Minolta) was to be replaced with a VoIP solution. The decision in favor of Skype for Business was made swiftly. The evaluation required for transforming Skype for Business into a fully functioning Contact Center, on the other hand, took quite some time.
Konica Minolta Business Solutions Europe GmbH, based in Langenhagen, Germany, is a wholly owned subsidiary of Konica Minolta Inc., Tokyo, Japan, forming part of its Business Technologies business area. As a leading global services provider in the fields of IT- and document processes as well as digital production printing solutions, the company excels in services-led business consulting, implementation and management, and provides a range of world-leading printing systems and solutions. In this context, Konica Minolta‘s Optimized Print Services concept (OPS) combines consultancy, hardware, software integration, service and support in order to enhance business process efficiency and cost-effectiveness. To support customers optimally with powerful and sustainable solutions, Konica Minolta continuously invests in research and development work and sets new standards regularly. Konica Minolta Business Solutions Europe is represented by subsidiaries and distributors in more than 80 countries in Europe, Central Asia, the Middle East and Africa.
It was the challenge to fully replace a classic telephone system with a VoIP Contact Center. As Konica Minolta already used Skype for Business internally, a decision was made to find a solution on this basis. At first, attempts were made to set up hotlines through response groups. Since this lacked a number of features, the search for a professional solution was on.Seven weeks to go before the opening of the new site in Denmark, a suitable solution was finally found in form of the Contact Center software LUCS.
Sascha Helms, IT Specialist Messaging & Communication at Konica Minolta Business Solutions Europe GmbH, explains: “It was clear that the Danish headquarters was to be relocated in a few weeks, and the legacy telephone system including the Call Center would no longer work after that date. Thanks to the proactive and competent help we received from Luware, we were able to take the new Contact Center solution into operation when the new site opened.”
“What struck us as positive about LUCS was the fact that not a single additional client had to be installed on the computers. This makes it incredibly easy for the Call Center agents to use the software. Thanks to its native integration with the Skype for Business client, no bloated application windows or time-consuming additional software were needed to begin with, such that the agents were able to fulfill their tasks in an optimal fashion,” explains Sascha Helm.
The short time frame available until the opening was a huge challenge. But the excellent collaboration between Luware and Konica Minolta exceeded all expectations, allowing the Enterprise Voice Feature in Skype for Business to be taken into operation on schedule. Sascha Helms: “Apart from the excellent and competent collaboration, it was above all the ease of use and administration, the flexibility of adding new features and the outstanding post-installation support that made us opt for the Luware products.”
With Switchboard, Konica Minolta found a comfortable switchboard solution that supports the agents in transferring telephone calls. They can transfer calls and send chat messages or email callback requests with just a few clicks.
Telephony was integrated into the computer system. As a result, the adaptation of data between systems has been minimized. Future links can be implemented quickly thanks to the direct interfaces to databases, e.g. for caller ID. With the flexibility of the LUCS Contact Center solution it is also extremely simple to extend the system globally across multiple organizational units.