Arvato named as ‘a clear leader’ in global customer experience services

Arvato has been named as a leader in Everest Group’s Contact Center Outsourcing (CCO) – Service Provider Landscape with PEAK Matrix™ Assessment 2017. The report recognized Arvato as a leader based on our market successes and our ability to deliver services to clients.

Katrina Menzigian, Vice president, Customer Experience Services research, said:

 “Arvato CRM Solutions is a clear leader in the CXS space, with notable strengths in the scope of the customer experience spectrum that it addresses for its clients and the breadth of its global delivery footprint.”

In its overview, Everest Group specifically mentioned Arvato’s focus on innovation and its long-term partnership with ERCIS and the Omni-Channel Lab.

Karsten Kraume, CIO/CSO at Arvato CRM Solutions, said:

“We are proud to be recognized as a global leader by Everest Group, and delighted that they highlighted our innovative long-term partnership with the ERCIS Omni-Channel Lab. Our leadership position is proof of our ability to deliver exceptional levels of customer service, and underlines why some of the world’s most respected brands choose to work with us.”

Everest Group’s report is an annual piece of research into the world’s leading CCO service providers, ranking respondents on a comprehensive set of quantitative and qualitative criteria. Key factors in service delivery include technology and innovation, buyer feedback and scope.

Click here to read the full report.


The 6th International Workshop on Modeling and Management of Big Data

In November 2017, the 6th International Workshop on Modeling and Management of Big Data (MoBiD'17) will be held in Valencia, Spain in conjunction with the 36th International Conference on Conceptual Modeling. The workshop is co-chaired by Prof. Heike Trautmann and Prof. Gottfried Vossen and submissions are welcome until June 30, 2017.

About the Workshop
Enormous amounts of data are already present and still rapidly growing due to data sources such as sensors and social networks. There has been an increasing interest in incorporating these huge amounts of external and unstructured data, normally referred to as “Big Data”, into traditional applications. This necessity has made that traditional database systems and processing need to evolve and accommodate them. We view that several key themes with the Big Data trends include (i) managing Big Data projects to discover business values; (ii) developing an architecture for a Big Data environment to conceptualize goals, tasks, and problem-solving methods to apply to domains; (iii) exploring problem-solving methods for Big Data; (iv) using a cloud for managing large-scale external and internal data; (v) providing an easy-to-use but powerful services to access/manage/analyze the Big Data in the cloud; and (vi) exploring and improving the security and privacy of these repositories.

Therefore, this new era of Big Data and cloud environment requires conceptualization and methods to effectively manage Big Data and accomplish intended business goals. Thus, the objective of MoBiD’17 is to be an international forum for exchanging ideas on the latest and best proposals for modeling and managing Big Data in this new data-driven paradigm. Papers focusing on novel applications and using conceptual modeling approaches for any aspects of Big Data such as Hadoop and its ecosystems, Big Data Analytics, social networking, security/cyber resilience/privacy, hybrid cloud, Big Data warehousing, data science topics, and industry-specific challenges that arise in Big Data scenarios (e.g. in Customer Relationship Management), and how to approach them from a modelling as well as from an implementation perspective are highly encouraged. The workshop will be a forum for researchers and practitioners who are interested in the different facets related to the use of the conceptual modeling approaches for the development of next generation applications based on Big Data.

For more information on the MoBiD'17 workshop, please go to: http://er2017.pros.webs.upv.es/mobid-2017/

Update: The submission deadline has been extended until July 10, 2017.


ACM International Conference on Computing Frontiers

Siena, Italy

On May 15 - 17, this years ACM International Conference on Computing Frontiers (CF ’17) was held in Siena, Italy. The conference was hosted at the University of Siena and aimed to drive scientific breakthroughs by exploring and extending emerging technologies. The conference featured three co-located workshops handling more specific topics in the area of Data Analytics, Malicious Soft- and Hardware and Embedded Systems.

As part of the Big Data Analytics Workshop (BigDAW ’17), Matthias Carnein, Dennis Assenmacher and Heike Trautmann presented their findings of the paper “An Empirical Comparison of Stream Clustering Algorithms”. Clustering is a research area in data analytics which allows to find groups of similar objects. It can be a valuable tool, e.g., to identify customer segments that share similar interests and behaviour. This allows to target each group based on their specific needs. Stream clustering extends this concept by working on a continuous stream of data which allows to apply it in real world senarios with much larger data sets. The paper explores and evaluates the most popular algorithms in the area and identifies key strengths and weaknesses. The research helps to choose a suitable algorithm for stream clustering as well as customer segmentation and also provides valuable findings to devise new algorithms.

The published paper will be shortly available through the ACM digital library.

For more information on the Computing Frontiers Conference and Big Data Analytics workshop, please go to: http://www.computingfrontiers.org/2017/


Lab works with key EU educational initiative

Ensuring good collaboration between academic research and business is a top priority, especially in innovative and fast changing areas like information systems. Funded by the Erasmus+ Program of the European Union, the MASTIS project aims to do just this. 

Karsten Kraume, CIO/CSO at Arvato CRM, highlighted the benefits at a recent seminar hosted by ERCIS at Münster University with attendees from the Ukraine, Italy, France, Germany, Liechtenstein, Lithuania, Norway, Sweden and Slovenia.

Karsten said: “It’s crucial that students develop prototypes that pragmatically address the real challenges that businesses face – especially as the information systems space is changing so rapidly. My key goal is to provide that ‘bridge’ between academic research and business.

It’s a win-win: we benefit from having access to innovative solutions and the very best talent; and the students benefit through learning how to apply the theoretical from their studies and are better prepared for a jobs market characterized by digital transformation”.

Project seminars like this are a key part of Arvato’s ongoing partnership with ERCIS, which began in 2016.


Final Presentation of the Project Seminar Tech-Enabled Omni-Channel CRM

Final Presentation
Final Presentation

In the Winter Term 2016/7 started the first project seminar of the ArvatoLab. Due to the close collaboration within the Lab the team consisted of five bachelor students, three advisors and several Arvato employees. As a business process outsourcing provider Arvato provides tailor-made solutions for customer interaction via various communication channels to its clients, e.g., chat, e-mail, voice or social media. So far customer information is mostly available per channel only, so that a call centre representative who interacts with a customer is unable to access the customer’s entire contact history across multiple channels. This missing information can lead to customer dissatisfaction since the customer may be forced to repeat his or her concern.

The students have implemented a graphical component that integrates and represents customer information from Facebook, Facebook Messenger, WhatsApp, E-Mail and a CRM system. As data sources, they use Novomind for e-mails, Salesforce for CRM data and OBI4WAN for WhatsApp. Since it is implemented as a web service, the tool can easily be integrated into other software products. Besides technical interfaces the students have worked on collaboration tool JIRA and the so-called customer journey. This is used to follow a customer from the beginning of the product search, via getting product information to the conclusion of a contract. The result is a platform that provides a quick overview about the contact history, preferred channel, latest bookings as well as the importance of a customer.