Schwäbisch Hall

Schwäbisch Hall commissioned Mitel to implement a Cloud Contact Center powered by CXone in compliance with BaFin/EBA's strict regulatory requirements.

With the successful migration to CXone, Schwäbisch Hall offers its customers a true omnichannel experience. Customer inquiries are now answered consistently and efficiently across channels. In addition, the total cost of ownership has been noticeably reduced compared to their former solution.

The shift to a cloud-based contact center solution represents a strategic transformation from the previous on-premise system, paving the way for modernizing customer experience operations. Schwäbisch Hall will meet evolving customer expectations while ensuring seamless integration with existing CRM and ERP solutions by reimagining the traditional call center as a dynamic omnichannel service center. This change prioritizes scalability and flexibility to adapt to process changes swiftly and underscores a commitment to high security, reliability, and compliance with stringent BaFin and EBA regulations.

Schwäbisch Hall's goals were:

• Modernization of Customer Service: Transition from a call center to an omnichannel service center to enhance customer engagement across multiple platforms.
• Enhanced Adaptability: Implement a flexibly configurable solution to align with changing business processes.
• Seamless System Integration: Maintain operational continuity by integrating with existing CRM and ERP systems.
• Scalability for Growth: Ensure the platform can scale to accommodate future business expansion.
• Robust Security and Compliance: Meet high-security standards and adhere to BaFin/EBA regulatory requirements to build trust and maintain compliance.

Schwäbisch Hall partnered with Mitel because of our expertise in communication solutions and regulatory compliance. We delivered a scalable, secure, and fully integrated contact center aligned with stringent BaFin and EBA requirements. The solution streamlined operations and enhanced multi-channel customer service, featuring advanced capabilities like omnichannel routing, IVR, and seamless CRM integration. This collaboration combined cutting-edge technology with strategic guidance to drive compliance, efficiency, and exceptional customer experiences. Solution elements include:

• Cloud Contact Center powered by CXone: Supports over 300 simultaneous agent workstations with unlimited scalability.
• Expert Regulatory Compliance Services: Local support that helped drive BaFin and EBA regulatory compliance.
• Advanced Interaction Tools: Outbound Dialer and CXone Interactive Voice Response (IVR).
• Workforce Optimization: Integrated Workforce Management to streamline agent performance and scheduling.
• CRM Integration: Seamless integration with Microsoft Dynamics 365 for unified customer data.

The transition to a cloud contact center platform has delivered measurable benefits, including a lower total cost of ownership compared to the legacy on-premise solution. This modern platform empowers teams with intelligent, skills-based routing for seamless management of inbound and outbound communications across phone, email, and chat. High availability and web-based desktop applications for agents and managers ensure uninterrupted operations and streamlined workflows. Additionally, robust reporting capabilities—both standard and customizable—provide critical insights, while Customer Success Management ensures the solution's full potential is realized.

• Cost Efficiency: Achieved a lower total cost of ownership with the cloud platform compared to the previous on-premise solution.
• Enhanced Communication Routing: Implemented intelligent, skills-based routing for efficiently handling multi-channel communications.
• Uninterrupted Operations: Delivered high availability of cloud services to support consistent and reliable performance.
• Streamlined User Experience: Provided web-based desktop applications that simplify access and management for agents and managers.
• Insightful Reporting: Enabled standard and customizable reports to monitor and optimize performance in real-time and historically.
• Maximized Value: Leveraged Customer Success Management to ensure the solution's full capabilities are utilized effectively.