Facts & tools Vorstellung der Tools IP-Phone, ServiceCenter und Gecko Lösungsansätze zur überregionalen Zusammenarbeit.

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Presentation transcript:

facts & tools Vorstellung der Tools IP-Phone, ServiceCenter und Gecko Lösungsansätze zur überregionalen Zusammenarbeit

RWE IT GmbH : rwe_2008_helpdesk_facts_&_tools 2 EssenKölnSaffigKosice Wo? Vier Helpdesk Standorte

RWE IT GmbH : rwe_2008_helpdesk_facts_&_tools ca Kunden ~ 970 Tickets täglich Eingehende Anrufe täglich ~1160 Wie viel?

RWE IT GmbH : rwe_2008_helpdesk_facts_&_tools 4 Service rund um die Uhr - 7x24h Wann?

RWE IT GmbH : rwe_2008_helpdesk_facts_&_tools 5 Wie? Tools: IP-PhoneServiceCenterLiveLink (Gecko)

RWE IT GmbH : rwe_2008_helpdesk_facts_&_tools 6 IP-Phone

RWE IT GmbH : rwe_2008_helpdesk_facts_&_tools 7 IP Phone ermöglicht: SPOC

RWE IT GmbH : rwe_2008_helpdesk_facts_&_tools 8 IP Phone ermöglicht: Virtuelle Teams

RWE IT GmbH : rwe_2008_helpdesk_facts_&_tools 9 IP Phone ermöglicht: Analyse und Monitoring des Callverhaltens

RWE IT GmbH : rwe_2008_helpdesk_facts_&_tools 10 IP Phone: Telefone IPCC AgentenSkillgruppenKundenVideo Telefonie Plätze

RWE IT GmbH : rwe_2008_helpdesk_facts_&_tools 11 ServiceCenter

RWE IT GmbH : rwe_2008_helpdesk_facts_&_tools 12 ServiceCenter: Hohe Integration

RWE IT GmbH : rwe_2008_helpdesk_facts_&_tools 13 ServiceCenter: Angebundene Subsysteme mittels Connect-It

RWE IT GmbH : rwe_2008_helpdesk_facts_&_tools 14 ServiceCenter: Englische Version etabliert

RWE IT GmbH : rwe_2008_helpdesk_facts_&_tools 15 ServiceCenter: 168 Supportgruppen D PL CZ SK GB NL 6 Länder1300 User

RWE IT GmbH : rwe_2008_helpdesk_facts_&_tools 16 LiveLink (Gecko)

RWE IT GmbH : rwe_2008_helpdesk_facts_&_tools 17 Knowledge Management: LiveLink (intern Gecko)

RWE IT GmbH : rwe_2008_helpdesk_facts_&_tools 18 Knowledge Management: Einbindung in ServiceCenter

RWE IT GmbH : rwe_2008_helpdesk_facts_&_tools 19 Knowledge Management: 2000 Artikel Logins im Monat Einsatz in 5 Bereichen

RWE IT GmbH : rwe_2008_helpdesk_facts_&_tools 20 Knowledge Management: Abbildung von Workflows

RWE IT GmbH : rwe_2008_helpdesk_facts_&_tools 21

RWE IT GmbH : rwe_2008_helpdesk_facts_&_tools 22 …last but not least Einsatz in 6 Ländern an 9 Lokationen hohe Flexibilität durch eigenes Customizing und Administration

RWE IT GmbH : rwe_2008_helpdesk_facts_&_tools 23

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