HUK-COBURG Digital Transformation Case Study

This case study details the digital transformation of HUK-COBURG, the largest car insurer in Germany, focusing on the modernization of its voice communications infrastructure. The primary objective was to migrate from legacy ISDN systems to SIP trunking while integrating existing Mitel and Genesys contact center platforms. The document outlines the challenges faced by HUK-COBURG, including the need for seamless communication capabilities to support remote agents and the ability to handle a large volume of concurrent calls. The solution involved deploying AudioCodes' Mediant session border controllers and One Voice Operations Center to enhance operational efficiency. The results of this collaboration included improved customer experience through better call routing, significant cost savings, and a scalable infrastructure ready for future integration with Microsoft Teams. The case study emphasizes the importance of reliable communications in maintaining high availability and customer satisfaction.