1822direkt, a subsidiary of Frankfurter Sparkasse, offers along with an internet portal a customer hotline. To be able to attend all customer requests regardless of a high level of growth, the company decided to renew its entire TC infrastructure including IVR (Interactive Voice Response). NextiraOne entrusted Telenet as general contractor with porting and implementing voice dialogs on the Genesys VoiceGenie platform and with installing and configuring the systems.

ADAC e.V. is Europe´s largest automobile club and the second largest worldwide. Main service features for members include traffic information services which are updated daily and can be inquired by telephone round the clock. Other providers of traffic news such as T-Mobile, Vodafone, O2, E-Plus also access these reports released by ADAC without having to sacrifice individual customer approaches. Accordingly, Telenet designed a special program code the base structure of which is shared by all applications. Modifications are implemented only centrally which is faster, easier and less error prone.  At the same time the individuality of services is maintained.

Bosch Communication Center is an international service provider in the field of Business Process Outsourcing (BPO), handling and optimizing business processes of their customers. The company provides services, among other things, in the field of marketing & sales, customer service, finance & accounting, and security & safety in Bosch quality. By bundling processes significant potentials for better synergies and efficiency for customers are unlocked. For attending global fansites on facebook and twitter, Bosch Communication Center applies the social media management tool Telenet SocialCom®. Telenet SocialCom® is the central link between social networks and communication processes and systems within the company. Customer communication taking place on social networks is seamlessly integrated into existing processes, by which a separate array of services 2.0 is avoided. Through the social media expertise of their employees and Telenet´s innovative technical platform SocialCom®, Bosch Communication Center is able to offer new social media services to customers.

CE Electric, a British electricity supplier, supplies more than 3.8 million households and properties with electricity. An information service by phone including self service provides for a transparent communication with customers in case of a major breakdown. Siemens Enterprise Communiactions England was in charge of implementing the hotline. Siemens brought in Telenet due to their know-how in voice platforms on the basis of voice portal technology by Genesys. Telenet advised Siemens in realizing the project and implemented the voice dialog on the Siemens OpenScape Contact Center Voice Portal used in the project.

Administrating more than € 142 billion of fund assets, DWS Investment, which is part of the Deutsche Bank Group, is the largest German investment company. Due to positive customer acceptance, the existing voice dialog system was extended: Away from mere input via keyboard toward a naturally spoken dialog system using NLU and individual persona, which offers any number of services and is perfectly interconnected to the personal agent service. Internally, the project was headed by DWS and carried out in cooperation with Telenet (platform and application management service) and Tieto (service and consulting). Technology was provided by Nuance (voice recognition), Loquendo (TTS), Genesys (CTI), and Siemens (Hipath). The new voice portal was implemented successfully in only four months.

The third largest cell phone provider comprehensively updated the IVR infrastructure used for the company´s hotlines and those of the associated brands Simyo, Base, Ay Yildiz and vybemobile. Moreover, existing voice self services were optimized and new services introduced. Telenet implemented the entire project including sub-projects in cooperation with Alcatel as general contractor.

Fiducia Group, the largest IT service provider for the cooperative FinanzVerbund and attending cooperative banks Volksbank and Raiffaisenbank, provides the latter with a telebanking voice portal as supplement to existing customer services. Through the telephone portal that is capable of multi-tenancy, customers are – after a secure legitimization process – able to inquire account statuses, conduct bank transfers, place and delete standing orders, block cards, or request information. Entrusted as general contractor by Siemens Enterprise Communications, Telenet developed and designed the voice user interface (VUI), call flows, menu navigation, and dialog texts.

As the fourth largest tour operator in the German speaking area and ranking number 9 in Europe, FTI GROUP has been firmly established in the tourism sector, drawing on 30 years of experience with 3.1 million guests per year. Now customers of FTI GROUP businesses also expect support on social networks. Accordingly, this new channel of communication has to be integrated in an automated way into the customer dialog. For FTI GROUP this is realized by implementing the social media management tool Telenet SocialCom®. By using only one tool FTI GROUP attends all their fansites on facebook and twitter of their businesses sonnenklar.TV, LAL Sprachreisen, FTI, 5vorFlug, reise.de, BigXtra and FTI Berlin. Telenet Social Com® is the central link between social networks and communication processes and systems within the company. Customer communication taking place in social networks is seamlessly integrated into existing processes, by which a separate array of services 2.0 is avoided. The work relief for social media teams and high levels of customer satisfaction due to quick replies are the best rewards for implementing Telenet SocialCom® at FTI GROUP.

For the fifth time in a row, creative agency Jung von Matt was awarded “Agency of the Year” by the Art Directors Club Germany and Manager Magazine in 2012. For the channel 13th Street, Jung von Matt designed an interactive horror movie. The viewer is not confined to watching the movie but can influence the plot. After registering his or her cell phone number, the viewer is “called” by the main protagonist on the screen (by random sampling) and asked directly for support on the phone. Via voice recognition the answers are transformed into commands and subsequently suitable scenes are shown. Telenet Voice&Web application controls the dialog between actor and viewer. At Cannes, the interactive horror movie “The Last Call” won five Lions, including two golden ones for the categories “Film” and “Best Use of other Digital Media in a Promotional Campaign”.

With 2.3 million customers, Kabel BW is one of Europe´s major cable network operators. For telephony realized per IP protocol, proper functionality and performance have to be ensured. To achieve this, a continuous monitoring of the IP connection quality is required and was implemented by the Empirix monitoring system Hammer XMS with Telenet as the distribution and integration partner.

Deutsche Lufthansa AG is a globally operating airline. To optimize customer services in the contact centers operated worldwide, voice server solutions had to be installed at different locations. Softlab was engaged to implement the project and decided in coordination with Lufthansa to apply Telenet´s voice server solution MultiVoice. In case of unavailability of an agent, the call is forwarded to another contact center via call routing; if this is not immediately possible, waiting line announcements are applied.

Cell phone network provider O2 intended to expand its professional voice self service. An advanced voice dialog by Telenet was implemented. An extended voice service enables customers to activate tariffs, sequence rates or add-on services by themselves (WAP, GPRS). Voice recognition, barge-in, and text-to-speech were implemented as well.

Ogilvy & Mather is a globally operating integrated communication agency and one of Germany´s major agency groups. For the Soccer World Cup of 2006, Ogilvy designed an interactive marketing promotion for Cisco Systems, to which Telenet Voice & Web contributed by implementing the voice control and operating the technology. On the micro site “CISCO Boom”, visitors were invited to score virtual goals:  After the number displayed on the screen was dialed, the caller was taken acoustically and visually to the soccer field. By shouting “booom”, the caller controls the ball and scores a goal while the dialog partner is the goalkeeper. The promotion was awarded the Golden Cyber Lion at Cannes, the German Multimedia Award of 2006, the New York Festival Award, the Voice Award “Best Voice Campaign”, and even found its way into TV in form of live duels.

Operating at 178 airports in 40 countries, Swissport International Ltd. of Switzerland is one of the largest airport service providers worldwide and decided to implement the resource management system GroundStar by Inform with an integrated Telenet voice portal. A well-defined implementation of text-to-speech features for the voice announcements required in the voice portal allows automation of many communication sequences without having to produce and administrate time and cost consuming voice recording.  Apart from that it is possible to change to VoIP.

Swiss Reinsurance Company was looking for a new voice server solution for its contact center to be able to quickly provide information required by employees. The new voice server solution Telenet MultiVoice was connected to the existing Genesys CTI system and Siemens Hicom TC equipment in order to provide for a seamless integration into the existing IT and telephony environment. Now it is possible to generate and reproduce error messages as well as waiting line applications.

Swisscom Group is one of Switzerland´s leading telecommunication companies. A complete automation of default requests for the directory assistance 1811 was implemented by Telenet using a voice interpreter that executes commands provided by the Nuance voice application server (VAS) and e.g. supports asynchronous voice recognition. Furthermore, a pre-qualifying of callers through multilingual voice recognition was used for Switzerland and a voice server platform containing a CTI connection was integrated. To be able to guarantee the quality of services provided by Swisscom, the Hammer contact center testing system automated and periodically tested the availability of the system, response times, and functionality of voice dialogs: For 4 locations and 4 languages with Telenet as distribution and integration partner of Empirix.

At Swisscom Mobile, caller pre-qualification and waiting line announcements relieved contact center agents of routine tasks as operators, thus providing time for qualified customer counseling. By integrating a voice server platform containing a CTI connection by Telenet it is possible to have customer data displayed directly on the agent´s monitor during a conversation.

T-Home intends to rent out, among other things, customized and ready-to-use voice portals through the intelligent network to its business customers. For this reason Telenet installed a voice web portal (VWP) on the basis of the Genesys Voice Platform (GVP) and integrated it into T-Home´s system environment. Telenet supplied features ranging from an automated caller pre-selection per tone dialing up to self service applications completely controlled by voice.

T-Mobile intends to position itself as the leading service provider of the cell phone sector. Therefore, they wish to ensure that all implemented voice portals work perfectly. Moreover, new services are to be developed, implemented and put into service fast and cost-efficiently. Both the Hammer contact center testing system by Empirix and Telenet as its distribution and integration partner provide for this: By testing & monitoring prior to start-up and during operation.

TOTAL Deutschland GmbH maintains more than 1000 gas stations in Germany. In cooperation with MBL, Telenet implemented a voice portal system for an optimally working customer service based on the faultless operation of the applied technology. A connection to an oracle database guarantees a perfect incident management. Gas station associates are able to report failures by calling a 0800 number free of charge 24/7, and request a repair service

Vodafone Germany is Germany´s first fully integrated communication services group and part of the Vodafone Group, one of the world´s major mobile communications companies. In cooperation with TietoEnator, the Telenet MultiVoice voice server was integrated into Vodafone´s user helpdesk call center to be able to accept various calls simultaneously. It permits callback management, saving caller data, dynamic and automated announcements and database consultation.

With more than 130 offices in 50 countries, Wunderman is the largest marketing services network worldwide. For Lufthansa Miles & More customers, Wunderman Frankfurt created a virtual birthday card. On a micro site assisted by telephone, Miles & More Frequent Travelers have the possibility to collect their birthday present by “blowing”. A real-time-critical connection of processes on the phone and internet was developed with Telenet Voice & Web. Secure handling of customer data was realized by an encapsulated database as well as a hosting carried out by Telenet.