Insurance

In order to effectively meet the challenges of constant change, DAK is thoroughly overhauling its telecommunications structure (ICT) to bring it into line with IP (Internet Protocol) technology of the future. DAK aims to carry on improving customer service by adopting more efficient processes and incorporating the latest technological innovations. Integrated work stations will support staff in providing customer service and have a direct impact on level of performance in the processing of telephone calls. DAK is looking for the best possible value for money per work station and a clear-cut allocation of ICT costs. A further requirement is a company-wide virtual network (communications platform) for data, voice and enhanced telephony services such as call center, contact center etc. Moreover, DAK intends to offer this communications platform along with further IT products of its own to other companies in the health sector in order to increase revenue from its own resources. DAK seeks a general contractor able to take on overall responsibility, to implement the changeover to IP and to provide all of these services up to ITIL standard.

The network situation at DAK could be described as a "mature heterogeneous" structure. To date, the VPN (Virtual Private Network) has worked on an ATM/frame relay-based data network. In its external branches throughout Germany and its 25 call centers, DAK has up to now been communicating in classic fashion with analog telephone systems provided by a variety of manufacturers.

T-Systems is converting the whole of the DAK voice and data network to a uniform IP technology. This involves standardizing telephony and call centers on the T-Systems multi-service platform (MSP). This new platform provides a telephone system that incorporates our Business VoIP Select network and our Business VoIP Agent call center functionality. All branches will be connected up to the T-Systems MSP using our modern MPLS (Multiprotocol Label Switching) Flex Solution and will no longer require their own internal telecommunications exchange. Connection to the public telephone network will be via access to MSP. This means that all previous telephone connections will become obsolete. All DAK staff are linked in via the company's new VPN to the central computer and to the MSP with access to all of its applications and to all of the data stored there. Moreover, they can also enjoy all the benefits of CTI (ComputerTelephony Integration). Now, every time a call is initiated the advisor can call up the customer's information on his or her monitor. DAK has received from T-Systems a port model (i.e. price per work station) for data connection, telephone functionality, connections and call center functionality. The contract secured by T-Systems extends over a six-year period.

This IP platform provides DAK with an introduction to the functionalities of Computer Telephony Integration (CTI) by means of which staff can call up all relevant data concerning a caller, whilst maintaining safeguards with regards to protection of the customer's confidential data. Intelligent call forwarding distributes calls automatically to an appropriate member of DAK staff in line with criteria that have been predefined to reflect the nature of the enquiry. If a customer dials a number that is engaged, the T-Systems solution forwards that call directly to a colleague in the same department who is free. Non-office based staff are also actively linked into the network. This means that no customer calls are lost and that staff can give a more rapid response to DAK customers. Lengthy waiting periods and incorrect routing of calls are avoided. This means that contact with the more than 6m policy holders has been made more efficient. The technology used by this T-Systems solution is Carrier Grade which guarantees the client compatibility of all components in the IP network plus ongoing development of quality and functionality. Further requirements of the DAK telecommunications structure are: unlimited scalability, flexibility and multiple client capability. This will enable DAK to establish itself as a service provider for other health insurers in the area of communications platforms.