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Automobilgesellschaft Weilbacher, an authorized Mercedes-Benz sales and service company in Germany, has five locations throughout the country and nearly 200 employees. Each day, the company receives more than 300 customer calls, which are routed through a central call center. The company had a mix of IP telephony systems supporting its 70 inbound call lines. The heterogeneous environment was inefficient, which taxed the company financially, affected customer service, and hindered employee productivity. In 2008, the company engaged NTeam, a Microsoft Gold Certified Partner, to implement a unified communications solution based on Microsoft Office Communications Server 2007. As a result, the company has improved customer service and increased employee productivity. It has also reduced communications and associated administration costs by 50 percent.
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