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Enhancing Communication Efficiency: A Case Study on Henkel's Contact Center Transformation

This case study highlights Henkel's successful collaboration with Alcatel-Lucent to streamline communication processes across its global operations. By implementing 110 Alcatel-Lucent OmniPCX Enterprise systems in 26 countries, Henkel has achieved remarkable improvements in staff accessibility and effectiveness. The integration of Voice-over-IP solutions and DECT technology has not only lowered administration costs but also enhanced operational efficiency in 20 call centers. This partnership illustrates the benefits of modern communication solutions in reducing costs and simplifying processes for a multinational company.

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Enhancing Communication Efficiency: A Case Study on Henkel's Contact Center Transformation

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  1. Case Study Based on Contact Center and IP Telephony “Overall we have achieved a high degree of professionalisation of our communication processes. The accessibility of staff has increased considerably and effectiveness has significantly improved. The Call Centers too are working faster and better.” Ulrich Kelm, Manager Technical IT Services Henkel KGaG Henkel And Alcatel-Lucent:Eight Years Of Proven Partnership Challenges • Reduce costs and improve the effectiveness of staff through a new communications solution • Because of the company’s worldwide presence, the solution had to meet international standards Solution • A total of 110 Alcatel-Lucent OmniPCX Enterprise systems in 26 countries across the world, with 25,000 telephone connections. In the Düsseldorf central office 18 servers with 10,000 connections • Integrated DECT-solution with 1,500 terminals • Integration of faxes into Lotus Notes, networking of all systems and integration of a Voice-over-IP solution • Alcatel-Lucent OmniTouch™ Contact Center for approximately 20 Call Centers Business Partner:

  2. Case Study Based on Contact Center and IP Telephony “Overall we have achieved a high degree of professionalisation of our communication processes. The accessibility of staff has increased considerably and effectiveness has significantly improved. The Call Centers too are working faster and better.” Ulrich Kelm, Manager Technical IT Services Henkel KGaG Henkel And Alcatel-Lucent:Eight Years Of Proven Partnership Benefits • Lower administration costs and simplified problem-solving thanks to standardization • Improved accessibility and mobility of staff as a result of DECT • Simpler management and improved effectiveness of staff as a result of networking • Cost savings and simplified business processes as a result of VoIP and fully automated integration of faxes into Lotus Notes Business Partner:

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