SERAFE AG took over from Billag for the collection of radio and television fees for Swiss households as of January 2019. In autumn 2018, the new collection agency was in the process of being set up and needed support for the forthcoming initial processing. A telephone system and a contact center had to be implemented and put into operation for SERAFE employees in the shortest possible time in order to efficiently handle contacts by telephone (later also via chat).
Luware’s partner MondayCoffee designed an ‘Enterprise Skype for Business’ environment hosted within SERAFE’s data centers and integrated Luware’s contact center solution ‘LUCS’. With Skype for Business, SERAFE has a modern communication and collaboration solution that allows employees to communicate easily with each other, but also with partners and customers via audio, video or chat. With LUCS, customer requests are assigned by skill-based rules, which significantly reduces waiting times. Work is no longer carried out via fixed groups, but the software searches for the optimal contact person in the company at any time a caller is in the queue.
Download the full success Story in German at MondayCoffee.