Case Study: Bayer Business Services achieves global, flexible contact center operations and cost savings with Alvaria (Aspect Unified IP)

Incremental implementation and migration to a global, virtual contact center solution with Aspect Unified IP

Bayer Business Services, the global IT and business-services center for Bayer Group, faced a fragmented contact center environment built from many vendors, licence models and locally supported systems. In 2008 a global team identified the need for a unified, highly available, multichannel contact center with global support, unified management and the flexibility to enable incremental migration rather than a disruptive rip-and-replace.

Bayer selected Aspect Unified IP 6.6 to build the Bayer IP Contact Center, delivering virtual routing, inbound/outbound, voice portal, quality management and tight Microsoft integration, with remote‑access options for business continuity. The phased deployment produced cost savings, greater flexibility, improved system availability and a single global contact‑center management platform that supports local customization and uninterrupted operations worldwide.

Bayer Business Services

Stefan Erkens

IT Architect Voice&Video