List of BSI Contact Center Customers
Baden, CH-5405,
Switzerland
Since 2010, our global team of researchers has been studying BSI Contact Center customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased BSI Contact Center for Call Center from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using BSI Contact Center for Call Center include: Lidl, a Germany based Retail organisation with 376000 employees and revenues of $134.22 billion, Signal Iduna Germany, a Germany based Insurance organisation with 11000 employees and revenues of $7.56 billion, PostFinance, a Switzerland based Banking and Financial Services organisation with 3600 employees and revenues of $1.65 billion, Techem Energy Metering Service & Co.Kg, a Germany based Construction and Real Estate organisation with 3000 employees and revenues of $700.0 million and many others.
Contact us if you need a completed and verified list of companies using BSI Contact Center, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The BSI Contact Center customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Lidl | Retail | 376000 | $134.2B | Germany | BSI Business Systems Integration | BSI Contact Center | Call Center | 2011 | n/a |
In 2011, Lidl deployed BSI Contact Center from BSI Business Systems Integration as a centralized call handling platform categorized as Call Center. The deployment consolidated customer inquiries for more than 3,000 German branches into a central service center, with the stated aim of giving branch employees more time to focus on core retail operations.
The BSI Contact Center implementation records customer interactions as business transactions organized by topic, enabling search and callback workflows without the routine collection of personal data. Personal data is captured only when required for actions such as sending information by email, and those records are configured to be deleted after a defined retention period to meet data protection requirements. Agents in the central service center can forward inquiries to the relevant branch or to internal departments such as purchasing or quality assurance, supporting case routing and escalation workflows.
Operational coverage initially focused on the Germany-based central service center, with a roadmap to convert Lidl's European national companies to the BSI Contact Center solution to establish uniform branch service standards across Europe. The deployment affects customer service, branch operations, purchasing, and quality assurance functions, and embeds topic-based transaction recording and deletion policies as governance controls for privacy compliance.
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PostFinance | Banking and Financial Services | 3600 | $1.7B | Switzerland | BSI Business Systems Integration | BSI Contact Center | Call Center | 2018 | n/a |
In 2018 PostFinance implemented BSI Contact Center as part of BSI's multi-channel CRM to centralize inbound and outbound channels and deliver a 360° customer view for business and retail customers in Switzerland. The deployment targeted Call Center capabilities supporting banking customer service processes and was scoped to unify case intake, routing and agent interaction for commercial and retail portfolios.
BSI Contact Center modules were configured to provide omni-channel queuing, case management and a unified customer dossier that surfaces contextual information to agents. The implementation emphasized Contact Center functionality and module usage to present visible cross and upsell cues to agents and to streamline first line resolution workflows.
Operational coverage was focused on banking customer service teams in Switzerland, consolidating phone and digital inbound and outbound channels into a single operational interface. The project aligned agent desktops and case workflows with the multi-channel CRM to reduce handling friction across business and retail servicing functions.
Governance and rollout prioritized standardized case handling and agent enablement using the BSI Contact Center modules, with training calibrated to the consolidated interface to lower onboarding effort. The initiative raised First Contact Resolution to 90% and produced faster case resolution while making cross and upsell opportunities more visible to service agents.
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Signal Iduna Germany | Insurance | 11000 | $7.6B | Germany | BSI Business Systems Integration | BSI Contact Center | Call Center | 2022 | n/a |
In 2022, Signal Iduna Germany deployed BSI Contact Center from BSI Business Systems Integration as part of a BSI Customer Suite implementation to establish a cross divisional 360° customer view. The rollout focused on centralizing written and telephone inquiry intake across insurance lines and aligning customer interaction handling with corporate service and sales objectives.
BSI Contact Center, categorized as Call Center, was configured to support contact center style case handling with unified agent workspaces and a single dashboard for end to end case visibility. The implementation included machine and skill based routing for both written and voice channels, automated queue assignment, and case lifecycle tracking to standardize service and sales workflows across divisions.
Operational coverage emphasized service and sales departments across Signal Iduna in Germany, with the solution aggregating customer context from multiple divisional sources to enable the 360° view. The deployment linked inquiry routing logic to product line and agent skill profiles to ensure inquiries were routed across insurance lines to appropriate teams.
Governance changes centered on workflow orchestration and agent process standardization, shifting first touch intake to automated routing and centralized case handling procedures. The stated outcomes included improved processing efficiency and greater data transparency in Germany, reflecting tighter operational control over written and telephone inquiry handling.
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Construction and Real Estate | 3000 | $700M | Germany | BSI Business Systems Integration | BSI Contact Center | Call Center | 2017 | n/a |
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