ReDat applications at RWE customer service line

Date: 27.07.2010 | Author: RETIA, a.s.

Customer: RWE Transgas, a.s.

Place of installation: RWE Zákaznické služby, s.r.o., Contact centre, Ostrava

 

The contact centre by RWE group serves as a help line for RWE customers, natural gas consumers. Customer service line is operated continuously and handles customer requests 24 hours a day, 7 days a week. Customer service line operators are trained to answer all necessary requirements, implement new account settings, solve with invoicing issues and other customer services. ReDat QualityChart, which serves to monitor the quality of customer services, contributes to professional approach of the agents and improvement of their working abilities.  

Telephone and e-mail contacts are the most widely used tools by the RWE customers. It also significantly contributes to reducing the number of essential personal visits of contact centres and thereby considerably save time of agents and customers. RWE contact centre estimates that in 2009 there will be served more than 1 million of clients via telephone or e-mail.                           (Source: RWE Group, TZ - Customer Service Line launches continuous operation, 2009)

About RWE Group

International energy group RWE manages its business activities in the Czech Republic through RWE Transgas, which is responsible for the purchase, transit and wholesale of natural gas. Distribution of natural gas to more than 2,3 million end-customers is conducted through regional gas companies such as Severočeská plynárenská, Západočeská plynárenská, Středočeská plynárenská, Jihomoravská plynárenská, Severomoravská plynárenská and Východočeská plynárenská. RWE group in the Czech Republic consist of 21 companies.

RWE Customer services

RWE Customer services, s.r.o., ensures all necessary activities related to customers service line (help line) run by RWE group in the Czech Republic. By means of its offices network and customer call centre operations is provided communication particularly with customers from the category of retail and households.

The company is also responsible for billing and management of commercial as well as consumer claims. Its services are provided to regional gas companies and regional operators of distribution systems within RWE group in the Czech Republic.

ReDat solution

ReDat recording system provides record of all voice traffic - more than 160 agent sites in RWE customer contact centre. It provides recording of Cisco IP telephony together with PC screens of agents' working places. Implementation of the system required integration of the recording devices into SAP IS.

Recording of such extensive communication is commonly stored for at least 12 months, therefore there is put a great emphasis on record reliability and its quick searching.  ReDatApplication Server with module ReDat Catalog ensures a simple and comfortable work with records, record management and monitoring. All records are available through API interface directly from SAP IS.

Configuration of the supplied ReDat Recording System    

•  ReDat3 Recording Unit - No. 1 for IP Cisco
•  ReDat3 Recording Unit - No.2 for recording PC screens of agents' workplaces
•  ReDat Application Server with modules:

1. ReDat Catalog - record database, work with records in www environment
2. ReDat CTI - integration with technologies of contact centres and PBX, management of records
3. ReDat API - documented interface for integration of ReDat with applications of other producers
4. ReDat QualityChart - application for agents´ evaluation (quality management)
5. ReDat ScreenRecording - professional SW solution for screen recording

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