"Dialfire is a Partner That Always Thinks Ahead"
In our exchange with André Hieronymous, General Manager and Authorized Signatory at Gevekom, it quickly becomes clear: Gevekom thrives on innovation and efficiency. With over 20 years of experience, the company has evolved from a traditional outbound sales center to a cutting-edge multi-channel contact center. A key role in this transformation is played by its close collaboration with Dialfire, the cloud-native platform that supports Gevekom on its journey to technological market leadership.
André describes this partnership with enthusiasm:
"We rely on Dialfire because our customers demand the highest standards in technology, quality, and reliability."
A Technology Partnership
with Vision
André explains that Gevekom has relied on cloud-native solutions from the start, with Dialfire as an integral part of its operations. This close partnership has allowed Gevekom to scale flexibly, implement innovations swiftly, and meet the ever-growing demands of its customers.
"Dialfire suits us because both organizations are judged by their forward-looking vision," André emphasizes. With a focus on industries like energy, the partnership goes beyond technical collaboration to enable Gevekom to achieve its broader goals.
Challenges in Modern
Customer Service
Complex Customer Requirements
Customers demand quick and accurate solutions, regardless of how complex their issues are.
Flexibility and Scalability
Peaks, such as seasonal campaigns or sudden shifts in customer needs, require rapid scaling capabilities in terms of personnel.
Focus on Innovation
Technologies like artificial intelligence (AI) and automated processes must be integrated efficiently while maintaining high service quality.
Technological Innovations at Gevekom
1. Cloud-Native Solutions as the Foundation
Dialfire enables Gevekom to scale almost limitlessly, whether integrating remote workstations or expanding internationally. Data security and reliability are top priorities, with Dialfire meeting high standards for safety and performance while offering flexibility for customizations.
André states:
"The cloud is not just a technology for us; it’s a mindset."
2. Artificial Intelligence in Customer Service
Gevekom recognized early on that AI is key to increasing efficiency and quality in customer service.
By using AI, new employees can be trained faster, significantly shortening the learning curve. This results in lower training costs and a higher first-contact resolution rate, even for complex inquiries.
André describes how AI-based assistance systems have been integrated:
"It’s not just about automating processes but also about supporting employees better."
3. Automation and Efficiency
One practical example is the automation of simple yet high-volume tasks, such as processing installment adjustments. Gevekom utilizes a voice bot that handles over 80% of these requests independently.
This not only saves costs but also allows employees to focus on more complex tasks requiring human judgment.
André shares proudly:
"Only 20% of clients request a conversation with a real agent"
Collaboration with Dialfire:
More Than Just Technology
Dialfire doesn’t just deliver technical solutions; it contributes its own ideas and insights. "We don’t just throw requirements into the room and wait for them to be implemented," André explains. Instead, they collaborate closely, brainstorming and developing the best approaches together.
This partnership approach allows Gevekom to implement innovations faster than many competitors, securing a leading position in the contact center industry.
André emphasizes:
"It almost feels like we’re one company."
Conclusion:
Technology Meets Collaboration
The partnership between Gevekom and Dialfire demonstrates how modern technologies and close collaboration can help businesses tackle the challenges of customer service. With solutions like AI-based assistance systems and automated processes, they are setting new standards in the industry.
What’s Next?
Gevekom plans to deepen its collaboration with Dialfire by integrating AI and bots even more into its customer service.
André is confident:
"The future lies in combining technological progress with human expertise."
About gevekom
Founded
Approximately 20 years ago as an outbound sales center.
Development
Now a versatile multi-channel contact center with 14 international locations.
Employees
Over 2,500
Industries
Ranging from energy and tourism to retail, e-commerce, and logistics – Gevekom serves a broad spectrum.