Case Study: D+S Group achieves efficient handling of 35 million customer contacts and a unified virtual service center with Avaya Aura (Avaya)

Millions of Customer Contacts Are Processed Efficiently by the D+S Group Using Avaya Aura®

The D+S Group is a leading German customer care provider with around 3,500 employees across ten locations, serving clients from retailers to insurers and processing millions of customer interactions each year. Faced with rising call volumes and the need to deliver real-time, personalized service across multiple channels and customer IT environments, D+S needed a way to seamlessly connect branch offices, integrate diverse client systems, and reduce operating costs.

By deploying an Avaya Aura–based VoIP/SIP trunking solution (including Communication Manager, Application Enablement Services and Call Management System), D+S created a single virtual service center that routes calls in fractions of a second, integrates customer data on-screen, and consolidates voice and data networks. The result: reliable handling of some 35 million contacts annually, streamlined administration and reporting, flexible real‑time queue control, and cross-site call cost savings of up to 25%.

D+S Group

Bernhard Magin

Managing Director (CFO & COO)