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TietoEnator to build IP Contact Center for O2 in Germany


21 September 2006- The German telecom operator O2 has chosen TietoEnator to upgrade its current customer service platform by migrating it to Voice over IP (VoIP). To further enhance customer service excellence by continued integration of all interaction channels, O2 decided to implement an IP contact centre suite tightly integrated into its business applications. This too will help to lower TCO (total cost of ownership) and to improve time-to-market for new products and services.

As general contractor and system integrator TietoEnator is going to develop the new innovative customer services IT-solution on the basis of network and contact center applications from Cisco and Genesys.

Customers use their O2 products at all times of the day and they expect the customer service to be available to match their working patterns and behaviours. This includes allowing O2’s customers to establish contacts by every media type and receive the same information in any media at any time. All customer contact media, such as telephone (mobile and fixed), customer self-service, e-mail, fax, SMS, MMS, the Web and written correspondence, will be supported by the IP contact center solution.

Carsten Wreth, Vice President of Customer Services at O2 says: “With the IP-based contact center, O2 will become more flexible and cost effective in delivering the best customer experience and converting every single customer contact into a business opportunity. We decided to develop this together with TietoEnator because we know them as a trustworthy partner and have great confidence in their quality and timely deliverables.”

Michael Graben, Vice President, TietoEnator Digital Innovations says: “We are more than proud to help O2 in this challenging and strategic customer service project based on the most advanced technology one can find nowadays. We have to move the traditional telecommunication network world to the IP world. Furthermore, O2 needs a solution which enables interaction between customers and the whole enterprise, not only the contact center, and including resources such as agents, voice portals, etc. And then, of course, we have to align the business logic and the underlying business processes.”


O2 (Germany) GmbH & Co. OHG, a subsidiary of the O2 Group, offers its post-pay and pre-pay subscribers almost blanket GSM provision in Germany with its own mobile communications network and via a roaming agreement with T-Mobile. In addition to this, the company provides innovative mobile data services on the basis of GPRS and UMTS technology. The O2 Group has more than 37 million subscribers in the UK, Ireland, the Czech Republic and Germany.

TietoEnator is among the leading architects in building a more efficient information society and one of the largest IT services providers in Europe. TietoEnator specializes in consulting, developing and hosting its customers’ business operations in the digital economy. The Group’s services are based on a combination of deep industry-specific expertise and the latest information technology. TietoEnator has over 15 000 experts in more than 25 countries.


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