Case Study: 1&1 Internet achieves a centralized, scalable cloud contact center and top-ranked customer service with Enghouse Interactive CCSP

1&1 Has Proven Results With CCSP and Shifting To A Cloud Model For Customer Service

1&1 Internet, a German-based internet services provider with over 7,000 employees across 10 countries, was burdened by decentralized, premise-based contact centers that drove high costs, poor resource utilization and limited routing and scalability. To centralize operations, support peak loads for 3,000+ agents, reduce TCO and integrate with its Call Data Analyzer (CDA), 1&1 engaged Enghouse Interactive and deployed its Contact Center: Service Provider (CCSP) cloud CCaaS platform.

Enghouse Interactive implemented CCSP as a private cloud contact center, providing centralized omni-channel routing, real-time supervisory views, tight integration with 1&1’s CDA and simplified administration and agent onboarding. The migration produced measurable results: 1&1 earned top CHIP rankings for Mobile Operator and Fixed Network & Internet and scored 98/100 for accessibility, 94 for waiting time and 93 for service, while gaining scalability, flexibility and lower capital and IT overhead.

1&1 Internet