In the search for solutions, fox-COURIER turned to its ICT partner SMK Systemhaus GmbH. They convinced the company to take part in the current estos GmbH field trials. For example, fox-COURIER was able to test the new versions of ProCall Enterprise, the middleware ECSTA series (communication between PC and telephone system), the LDAP-compatible directory service MetaDirectory (connection of different contact sources), native apps and the new LiveChat, before the official release. The company also wished to use the additional module ProCall Analytics (evaluation of incoming communication data). The central component of the new solution is the web integration of estos LiveChat.

For the first time, real-time information on the availability of individual employees becomes visible in a customer-protected area. Customers can easily reach them via text, audio or audio/video chat. Improved connectivity of mobile devices based on iOS or Android, thanks to the new cloud-based service UCConnect, was an argument for the IT managers at fox-COURIER to continue using estos’ products after a test period. The improved chat function in the apps allows for secure, quick and reliable exchange of information between the control center and drivers. "As unimportant as this detail is, for us the ‘delivered and read’ feature made everything so much easier," says Klaus-Dieter Bugiel, the business manager.