Collaboration Case Study: Hilti Corporation

World-Class Experience in Multichannel Contact Center


Provide consistent, global customer care by consolidating voice, email, fax, and web interactions on one platform.


Cisco Unified Communications Manager, Contact Center Enterprise, Customer Voice Portal, and E-Mail Interaction Manager.


  • Improved contact center performance by using common metrics (KPIs)
  • Increased agent productivity by 5 percent
  • Helped agents upsell and cross-sell by routing contacts to specialized agents

E-Mail Interaction Manager enables our contact center to take into account the variety of ways our customers want to interact.
- Tobias Roelz,
Head of IT Client and Communications Technology,
Hilti Corporation