Reference +49 40 5727 6737 info@ipdynamics.de ipdynamics.de/en +49 40 5727 6767 A question of routing T he Signal Iduna Group was formed in 1999 following the merger of the for- mer Signal Insurance Group of Dortmund and the former Iduna Nova Group of Hamburg. With over 10,300 employees across Europe, the insurance services company is committed to addressing the growing needs of its customers and com- municating with them as equals. So it comes as no surprise that first-rate customer dialogue is paramount for Signal Iduna. A key focus here is its telephone service, which often represents a direct point of personal contact between the company and its customers. The challenge consists in connecting each and every individual caller to the most suitable contact person for the matter in h

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