Expansion of our communication channels thanks to COM plan + service GmbH
Through the integration of cleverQ into the robot5 Agent Line Office from COM plan + service GmbH, customers can use cleverQ for appointment and waiting time management within robot5 Agent Line Office in addition to the existing communication channels.
COM plan + service is one of the largest owner-managed system houses in the field of information technology in Germany. The company offers customers high-end communication structures from a single source. Convincing, competent and 360° complete.
With approximately 140 employees, the company has made it its business to advise customers in the field of information technology in a vendor-neutral manner and to realize their requirements by offering the appropriate service. This extends to the Europe-wide support of a corporate group in the field of information technology.
In short, the customer is the focus of the company. The company offers the service of a system house. In order to offer customers the highest possible advantage, the products and applications are used or manufactured completely individually. Constant inspections and certifications at the manufacturing companies guarantee the required quality of services and the associated high level of satisfaction of the clients. The strategic and continuous training of employees in cutting-edge technologies is as much a focus as equipping the business premises with the latest technologies. Thanks to the use of several leading manufacturers in the communications and IT sector, COM plan + service operates virtually independent of manufacturers. The development of applications in the area of omni-channel-capable accessibility and UC solutions enables the company to take up the needs of the customer and implement them in a targeted manner.
robot5 Agent Line Office
robot5Agent Line Office is a multimedia contact center solution that bundles all of a company’s contact channels into a single platform. It integrates cross-channel inbound and outbound functions into the communication processes and organizational structures of workplaces.
The robot5Agent Line Office ensures accessibility on all contact channels for individual employees, groups, teams or the entire company. It mediates callers, documents, SMS, e-mails, letters, live chats, modern messenger services, personal customer contacts, internal requests and tasks – practically the complete communication.
Customer requests are distributed to employees quickly and effectively, taking into account the requirements set. Priorities of input channels and business transaction types are taken into account as well as the skills and current workloads of employees. This function of Agent Line Office ensures that customer inquiries are routed to the “right employee” as quickly as possible. With these intelligent processes, Agent Line Office maps the company’s business model and goals.
The platform architecture of Agent Line Office allows operations and processes to be automated across system landscapes. This is a prerequisite for self-service functions, the integration of bots and AI systems, and fully automated (dark) processing of customer concerns.
Added value through cooperation
cleverQ and COM plan + service GmbH
The cleverQ solution was fully integrated into the robot5 Agent Line Office application as an additional input channel. Visitors and online appointments recorded and managed by cleverQ can now be included in the entire Agent Line Office routing process. Customers can thus also define appropriate priorities and escalation mechanisms for this contact channel and use all the routing mechanisms of the Agent Line Office. Users thus have a single editing interface for all contact channels, without the need to switch between different applications and user interfaces. The robot5 Agent Line Office offers powerful real-time displays and comprehensive statistical evaluations for all integrated contact channels, including cleverQ.
“Through the partnership cooperation, the advantages and possibilities of cleverQ are also available to our customers. Be it barrier-free operation via the website or convenient use via the cleverQ app.
We combine the advantages and possibilities from both application worlds without having to sacrifice functions. With cleverQ, we have a new solution in our portfolio that allows us to establish a modern and professional waiting time and appointment management system for our customers and integrate it into our solutions – robot5 Agent Line Office.”
– Sebastian Sauer | Division Manager robot5