Posted on
21 | 12 | 2006

HERMES SoftLab and COLLAB to deliver Contact Center and HelpDesk solution to BH Telecom

Sarajevo, BiH – December 21, 2006 – The leading Bosnian mobile network operator BH Telecom has selected HERMES SoftLab to deliver and implement a new Contact Center and HelpDesk solution for their customer care operations. The new Contact Center is based on the »One Contact« solution from COLLAB, a solution provider of Next Generation Contact Centers for telecom operators and service providers.

With the new Contact Center and HelpDesk BH Telecom will provide a new customer care experience and improve customer satisfaction which supports their strategy to provide excellence in quality of services. The solution includes a next generation contact center, a trouble ticketing and knowledge base applications as well as the ability for customer care agents to receive customer enquiries from different channels such as voice, email, Web, SMS, Fax and USSD.

OneContact is a full multimedia IP contact centre solution, based on standards like SIP (Session Initiation Protocol), that offers full contact management across voice, video, e-mail and instant messaging. OneContact enables multi-site contact centers in a distributed model, which means that contact center agents are able to work from different locations. All contacts are handled in the same queue using the same routing and automatic call distribution rules (ACD), regardless of the contact medium, which means customers receive consistent and timely service no matter how they contact BH Telecom. OneContact addresses the need for a more flexible and cost efficient multimedia contact centre.

“We have selected HERMES SoftLab and the COLLAB solution due to their technology leadership and great flexibility to comply with our requirements. HERMES SoftLab brings the proven delivery track record and the strong ability to integrate the different elements of the solution.” said Mr. Hamdo Katica, CEO of BH Telecom.

“OneContact, being a standards-based solution that does not require proprietary hardware, allows system integrators like HERMES SoftLab to deliver solutions that integrate real-time communications (video, voice, IM) into its customers’ business processes, with significant productivity gains.” said Mr. Pedro Quintas, CEO and Founder of COLLAB.

“We are very pleased that BH Telecom has selected and trusted us for this project, especially because this is a key element in their customer care operations. Together with COLLAB we were able to bring a future-proof solution that will help BH Telecom to pursue its goal to improve customer service while at the same time protect their investments.” said Mr. Peter Testen, CEO and President of the Managing Board of HERMES SoftLab.