Mobile operator to move to the cloud

T-Mobile Austria, a subsidiary of Deutsche Telekom, has chosen Interactive Intelligence’s contact centre solution to support its 500 agents across two sites.

The Interactive Intelligence Customer Interaction Centre (CIC) IP communications software suite was selected for its flexibility, the availability of European data centres for a cloud-deployment option, and proven track record backed by more than 5,000 customers worldwide.

T-Mobile sees its customers benefiting from increased efficiencies and state-of-the-art technology, which are critical to the success of its service channels and outsourced call centre partners.

CIC will help support T-Mobile’s recently re-launched “European Routing Platform Customer Service” (ERPCS) project, which was designed to boost flexibility, integrate outbound campaigns, cut costs, and add non-voice routing capabilities.

“We have very high standards and Interactive Intelligence has been diligent in sticking to all of them,” said Werner Weiss, T-Mobile’s project manager.

“CIC’s flexibility, cloud deployment option, and value for the money were key in winning us over. However, the deciding factors were our very positive impressions based on customer reference site visits, and Interactive’s exemplary approach to project planning.”

The CIC deployment is expected to go live in the summer of 2013.