Energie Wasser Bern plans to upgrade its telecommunications systems and associated contact centre solutions to meet the company's future communication needs. This strategy is aimed to fulfil the requirements of internal and external users, increase productivity and reduce costs.
SPIE ICS AG, the subsidiary of SPIE Switzerland dedicated to ICT full-services, won by offering a customised solution based on an all-inclusive package including the Avaya Aura communications platform and the Genesys PureConnect contact centre solution. This will allow all EWB service chains, support organisations and control centres to be integrated.
The Avaya Aura platform is designed for 600 users and features Equinox software to simplify direct interactions. The users will be spread over eight locations and managed centrally via a single platform. The Genesys PureConnect contact centre solution is designed for 60 to 100 agents. Both systems have intuitive, easy-to-operate user interfaces.
Both the unified communications and the contact centre platforms will be provided on a local server virtualised by VMware, with the potential option of a geo-redundant design. In addition to the integration services, multi-annual system servicing is also included in the contract.
Explaining the award decision, EWB's head of IT Daniel Lörtscher says: "During the tender process, SPIE impressed us with their high level of expertise in the contact centre segment, coupled with their many years' expertise and experience operating complex communications platforms. The proven ability of the contact centre and communications platform to evolve to meet future needs was another important factor for us."
By the end of October 2019, the existing contact centre and telecommunications solutions, control centres, customer centres and service chains will be completely replaced by the new, integrated solution.Press Release (PDF)