Case Study: Schwäbisch Hall achieves omnichannel customer service and lower TCO with Mitel Cloud Contact Center powered by CXone

Schwäbisch Hall lowers contact center TCO and scales to 300+ agents with Mitel

Schwäbisch Hall, Germany's largest building society, sought to modernize its customer service operations from a traditional call center to a dynamic omnichannel service center. Their challenge was to find a solution that was scalable, compliant with stringent BaFin/EBA regulations, and capable of seamlessly integrating with their existing CRM and ERP systems. To achieve this, they commissioned Mitel to implement its Cloud Contact Center powered by CXone.

Mitel delivered a secure, scalable cloud contact center solution that integrated with Microsoft Dynamics 365 and featured advanced tools like omnichannel routing and IVR. The results for Schwäbisch Hall included a significantly lower total cost of ownership compared to their legacy system, enhanced multi-channel customer service, and uninterrupted operations. Mitel's solution ensured full regulatory compliance and provided the flexibility to efficiently handle over 300 simultaneous agents with unlimited room for future growth.

Schwäbisch Hall