Wicom Communications, a leading European provider of all-IP contact center solutions and VoIP enterprise telephony software, today announced that Deutsche Bahn has implemented a new contact center system jointly delivered by Wicom and HP. The new solution transforms DB Dialog's call centers into an all-IP environment based on Wicom CSS software.

DB Dialog is part of the Deutsche Bahn Group and specializes in customer services, managing call centers across multiple locations in Germany including Schwerin, Berlin, Hannover, Hamm, Karlsruhe and Frankfurt. DB Dialog’s call centers handle around twelve million customer contacts per year, nine million of which are telephone queries. At peak times, the call centers receive an average of one call per second.

Simplified monitoring and standardized reporting are further advantages for DB Dialog, as IT administrators can quickly evaluate and analyze activities across six call centers. The easy-to-use interface allows potential resourcing problems to be recognized and addressed rapidly.

The joint Wicom and HP VoIP platform requires no heavy financial investment upfront, as it relies only on standard hardware components. Operation and maintenance costs are also low compared to conventional telephone systems. Call routing within the VoIP infrastructure is free, as it takes place over the company’s existing data network.

Wicom's CSS software is used by some 200 companies in 18 countries. Frost & Sullivan has presented Wicom with the Technology Leadership Award for the company's contributions to developing and launching advanced technology. In May 2006, Red Herring nominated Wicom as a recipient of Red Herring 100 Europe, a selection of the 100 private companies based in the EMEA region that play a leading role in innovation and technology.

This is cache, read story here