Case Study : KPN
KPN is the national carrier for the Netherlands, a leading provider of contact center solutions in its home market of the Benelux. It is amongst the world’s largest telecommunications organizations with revenues of almost €13bn and over 25,000 staff. Its iBasis wholesale division is one of the largest carriers of international voice traffic and it is among the largest mobile providers in several key European markets. To maintain its leading position in the contact center market, KPN needed a solution that could keep ahead of the curve in a dynamically developing environment, while optimizing cost efficiency.
CG and KPN entered into a partnership to provide the storm® Cloud Contact Center and Communications IntegrationTM solutions to customers throughout the Benelux. storm is a feature-rich multi-channel contact center solution which offers high availability and scalability by being embedded directly within the KPN network.
“KPN has had a long and prosperous working relationship with Content Guru through its sister company, Redwood Technologies. When we came to consider the storm platform and the partnership model, it became immediately clear that storm could not only fill a gap in our service portfolio for a highly functional, multi-channel cloud contact center, but also offer a future-proofed platform for a breadth of additional services as and when needed. The flexibility of storm licensing and the economies of scale made possible by the delivery model are critical differentiators in a highly competitive marketplace, and we have noticed a number of key improvements since implementing the solution as the basis for our own internal contact center.”
Freek van Makkelenberg, Director – Service Operator, KPN.
The storm dashboard shows agent behavior in real-time, enabling supervisors and agents to more effectively distribute contacts.
storm is fully integrated within the KPN network.
storm is multi-sited for resilience across secure KPN data centers, all within the Netherlands.