Others
Long wait times, struggle to manage heavy call periods
Industry-leading low wait times, exceeding call center SLAs
Telephony
Capped or concurrent
Unlimited
Admin Licenses
300+ languages via call center, 50+ languages via web intake, no additional cost Added anti-retaliation within 2 months of EU Directive mandating, Center of Excellence tracking regulations, best practices, and thought leadership
Limited options, fees
Translation
Slow to adapt to market change
Enhancements
Simple, intuitive intake – customized to DB Schenker needs
Heavy issue type focus, “police report”
Intake Form
Only tested when asked, and often with a fee associated
Tested regularly at no cost to you
Phone Line
• Behavioral factor tracking • Friendly UI • Easy collaboration
• Required fields for case closure • Unlimited issue types
• No behavioral factor tracking
• No required fields for case closure • Limited issue types
• Older code base • Poor collaboration
Case Management
Root cause analysis, trend analysis, benchmarking, employee scorecard, customer dashboards
Fee for static and annual benchmarking, canned reports with minimal drill down
Reporting/Insights
Dedicated CSM, connection to executive team, thought leadership
Charged for changes, ever-changing support team
Partnership
Proprietary/Internal
Powered by FlippingBook