Gloabal Office GmbH

Global Office GmbH is a German firm that specialises in everything to do with offices. The company has seven areas of business, including a translation service, a service to deal with job applications and one concerned with availability. A reliable communications system is a basic prerequisite for Global Office’s line of business.

Being a firm that provides services to its customers, Global Office required a contact-centre solution that worked reliably and eased the staff’s daily workload at the same time. The intention here was to link the call-centre agents up to the platform via Web-based access. Apart from comprehensive call-centre features, Global Office put particular emphasis on skill-based routing and comprehensive statistics features. The contact-centre solution also had to be able to be integrated into Microsoft SharePoint.

Global Office opted to work together with Medialine EuroTrade, an IT consulting firm specialising in telecommunication, computing and Internet technology. The two companies selected an Aastra Smart Center and Aastra IVR, which were to be hosted at Medialine’s own computing centre. Desktop hosting is employed there, which means that the entire desktop environment is located at the computing centre – even the ACD clients.