Case Study: KPN

How we partner with KPN to deliver market-leading cloud contact centre and communications integration solutions..

The Problem

KPN is the national carrier for the Netherlands. It is amongst the world’s largest telecommunications organisations 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. It delivers fixed-line & mobile telephony, internet, TV and IT services.
KPN is the leading provider of contact centre solutions in its home market of the Benelux, but has been losing market share over recent years. Today the majority of its sales are delivered via the sale of customer-premise equipment. The contact centre marketplace is highly competitive and cost-driven. Customers want to spend the lowest amount possible on their contact centres but demand greater flexibility in the capabilities offered, in terms of features and more recently in the ability to quickly scale agent or resource capacity up or down depending on demand.

To maintain its leading position in the contact centre market, KPN needed a solution that could keep ahead of the curve in a dynamically developing environment, while optimising cost efficiency. As most potential customers have already made major investments in their contact centre IT and telecoms infrastructure, a solution was needed that would complement existing technology whilst allowing new features to be added or modules to be replaced when they became end-of-life.

The Solution

CG and KPN entered into a partnership to provide the storm® Cloud Contact Centre and Communications Integration solutions to customers throughout the Benelux.

storm is a feature-rich multi-channel contact centre solution which offers high availability and scalability by being embedded directly within the KPN network.

In addition to its standalone contact centre features, storm’s INTEGRATE modules allow it to interoperate with a customer’s existing hardware and software, creating IT synergy. Development has been undertaken to integrate storm with KPN’s Microsoft Lync unified communications suite, with reporting, recording and intelligent multi-channel contact routing being overlaid, creating a seamless contact environment for users and customers. Other integration projects include connectivity with Oracle RightNow CRM to enable information such as a customer’s credit history to be passed to agent desktops, ensuring contacts are handled more efficiently.

This enables KPN to target a huge range of organisations and sectors with cutting-edge communications capabilities. KPN also harnesses storm’s power within its own customer care centre. Features such as a real-time reporting dashboard are used to provide complete visibility over colleagues and to enhance internal collaboration, leading to more effective customer service.

The Problem

KPN is the national carrier for the Netherlands. It is amongst the world’s largest telecommunications organisations 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. It delivers fixed-line & mobile telephony, internet, TV and IT services.
KPN is the leading provider of contact centre solutions in its home market of the Benelux, but has been losing market share over recent years. Today the majority of its sales are delivered via the sale of customer-premise equipment. The contact centre marketplace is highly competitive and cost-driven. Customers want to spend the lowest amount possible on their contact centres but demand greater flexibility in the capabilities offered, in terms of features and more recently in the ability to quickly scale agent or resource capacity up or down depending on demand.

To maintain its leading position in the contact centre market, KPN needed a solution that could keep ahead of the curve in a dynamically developing environment, while optimising cost efficiency. As most potential customers have already made major investments in their contact centre IT and telecoms infrastructure, a solution was needed that would complement existing technology whilst allowing new features to be added or modules to be replaced when they became end-of-life.

The Solution

CG and KPN entered into a partnership to provide the storm®Cloud Contact Centre and Communications Integration solutions to customers throughout the Benelux.

storm is a feature-rich multi-channel contact centre solution which offers high availability and scalability by being embedded directly within the KPN network.

In addition to its standalone contact centre features, storm’s INTEGRATE modules allow it to interoperate with a customer’s existing hardware and software, creating IT synergy. Development has been undertaken to integrate storm with KPN’s Microsoft Lync unified communications suite, with reporting, recording and intelligent multi-channel contact routing being overlaid, creating a seamless contact environment for users and customers. Other integration projects include connectivity with Oracle RightNow CRM to enable information such as a customer’s credit history to be passed to agent desktops, ensuring contacts are handled more efficiently.

This enables KPN to target a huge range of organisations and sectors with cutting-edge communications capabilities. KPN also harnesses storm’s power within its own customer care centre. Features such as a real-time reporting dashboard are used to provide complete visibility over colleagues and to enhance internal collaboration, leading to more effective customer service.

Before

After

KPN’s previous hosted contact centre solution lacked the functional depth of competitors. An inflexible architecture made it difficult to develop features at a fast enough pace. storm®provides a market-leading suite of contact centre and integration features. Simple, intuitive interfaces and open architecture enable complex services to be rapidly developed, keeping ahead of competitors.
KPN relied heavily on customer-premise contact centre sales. These were expensive and adding features was time-consuming. They could not be scaled up quickly to cope with spikes in demand. Through its unique delivery model, stormscales to any demand for voice, SMS, email and web chat, providing more capacity than could be created with other cloud or on-site solutions.
Customers were unable to take advantage of existing feature-rich and stable IT and telecoms infrastructure. Ripping and replacing technology was expensive, caused disruption and increased business risk. storm integrates with and extends the life and functionality of existing technology to create IT synergy between any systems. The flexible licensing model enables customers to pay only for the features used.
KPN’s internal contact centre provided limited reporting capabilities, making it difficult to co-ordinate the handling of customer care contacts between colleagues. The storm dashboard shows agent behaviour in real-time, enabling supervisors and agents to more effectively distribute contacts. stormalso delivers enhanced voice quality for all calls.
Customer organisations were concerned about the reliability and security of cloud-based solutions. These organisations wanted to ensure that their customers’ data was secure and hosted in the Netherlands. The storm is fully integrated within the KPN network and is multi-sited for resilience across secure KPN data centres, all within the Netherlands. It holds a CERT security accreditation.

How it Works

1. Customers interact with the storm service across multiple channels of communication.
2. Communications are routed via the KPN network into storm; users share the common resources of the platform but are provided with secure independent partitions, each accessing the platform’s enormous capacity. Intelligent multi-channel ACD (Automatic Contact Distribution) logic determines the best available agent for the enquiry.
3a. Integration with Lync presence and routing logic enables storm to determine the optimum destination for the interaction, which is then terminated in the Lync environment for a seamless agent experience.
3b. KPN customer care interactions are routed simultaneously through the same platform.
3c. storm integrates with RightNow, enabling data to be fed to the agent’s desktop through a screen pop, enabling enquiries to be handled more quickly. The agent can log on from any location and access the same storm service.
4. Users with sufficient privileges can access real-time and historical reporting and make changes to services in real-time through an intuitive drag-and-drop interface.

“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 centre, 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 centre.”

Freek van Makkelenberg, Director – Service Operator, KPN.

Learn More

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