The Deutsche Glasfaser group of companies plans, builds and operates mainly provider-agnostic glass fiber direct connections for private households and companies. Nationwide, it’s involved in the private sector for broadband coverage in rural regions and, for good reason, calls itself a “digitization engine for Germany.” To maintain this status, investments from financially strong partners have “turbo-charged” this engine so that the expansion of Fiber to the Home (FTTH) fiber optic networks accelerate massively in the coming years. The plan includes setting up more than six million connections for private households, companies and government institutions. As a result, the communications company is also expanding its service infrastructure. And the Genesys Cloud CXTM platform is at the heart of this infrastructure.
In a record two-week implementation phase, Deutsche Glasfaser Wholesale GmbH modernized its customer service infrastructure with the Genesys Cloud CX platform. Service employees can now automatically control and evaluate several thousand customer inquiries via partners, use the complete functionality of the system and integrate additional contact channels. Genesys partner, Damovo, carried out this extensive project and will also lead further infrastructure expansion.
No central control
Deutsche Glasfaser faced the challenge of fundamentally restructuring and modernizing its service infrastructure. Around 95% of the daily 4,000 to 5,000 inbound calls were processed via the telephone systems of the service provider commissioned for this purpose — a shortcoming for several reasons. “We couldn’t route the calls according to our needs; we also had to accept that we couldn’t integrate other contracted service providers into this environment and thus control the process centrally,” recalled Peter Basse, who’s responsible for the company’s telephony, workforce management and analytics. In short, the company needed to find a fundamentally new solution.
After a short market research exercise, the company, located in Borken in the state of North Rhine-Westphalia, Germany, decided very quickly for a pilot project with Genesys Cloud CX. “We were impressed,” said Basse. Fourteen days later, including implementation and extensive tests, the first service employees could use the system. This excellent result very quickly led Deutsche Glasfaser to hand over the entire implementation to Genesys partner Damovo. In just three months, the completely new infrastructure was in place — and 340 service employees could access it.