Case Study: MAGIX AG reduces customer service costs with OMQ AI customer service software

Magix AG improves internal and external customer service with the help of an intelligent knowledge database

The customer, MAGIX AG, a global multimedia software company, faced the challenge of handling a high volume of daily customer service requests while maintaining consistent communication quality and reducing internal research time for its agents. To address this, they partnered with vendor OMQ and implemented its OMQ Assist product, an intelligent knowledge base plugin for their OTRS ticket system.

The solution from OMQ provided a self-learning knowledge base that suggested dynamic, standardized answers to agent inquiries, which accelerated the research process. This implementation by OMQ resulted in a 20% reduction in request processing time and a 40% reduction in training time for new support agents, significantly improving efficiency and support quality.

MAGIX AG

Jörg Wenzel

Customer Service Manager