Modern voice infrastructure made simple! Discover how HUK-COBURG transformed its contact center by replacing legacy ISDN with SIP trunking – all powered by AudioCodes SBCs – for a more agile, efficient and future-ready communications experience.
The Customer
HUK-COBURG is the largest car insurer in Germany and one of the leading insurance providers in the country, offering a comprehensive range of services including health, life, property and liability insurance to millions of customers. Established in 1933, the company has built a reputation for financial stability, customer-centric solutions and innovation.
The Challenge
As part of its digital transformation, HUK-COBURG set out to modernize its communications by moving from legacy ISDN to SIP trunking, all while ensuring seamless integration with its existing Mitel unified communications and Genesys contact center platforms for a future-ready setup.
At the same time, the company wanted to simplify its core routing to boost efficiency. With a hybrid workforce in play, reliable, high-quality remote communications were a must. Plus, the infrastructure had to handle heavy call volumes without a hitch, keeping downtime low and customer satisfaction high.
The Solution
To bring its vision to life, HUK-COBURG turned to long-time partner AudioCodes for support. The transformation kicked off with the deployment of AudioCodes’ Mediant 4000 and Mediant 800 session border controllers (SBCs), laying the groundwork for SIP trunking across multiple sites. This centralized setup helped cut complexity and boost cost-efficiency. The company is also exploring the Mediant Virtual Edition SBC as part of its evolving strategy.
To keep everything running smoothly, HUK-COBURG implemented AudioCodes’ One Voice Operations Center (OVOC), an all-in-one tool for managing voice network devices and monitoring call quality. This ensured a reliable, high-performing environment from day one.
A major upgrade also came in the form of user experience. Thousands of legacy IP phones were replaced with softphones powered by AudioCodes’ WebRTC technology, offering agents a more flexible and modern way to work.
Looking ahead, HUK-COBURG plans to introduce Microsoft Teams for internal communications, paving the way for even greater collaboration and scalability.
The Results
Partnering with AudioCodes, HUK-COBURG successfully modernized its communications infrastructure, unlocking major improvements in efficiency, flexibility and customer service.
With centralized SIP trunking and unified routing, the company streamlined operations and cut costs across multiple sites. Real-time analytics and smarter call routing helped reduce wait times and improve first-call resolution, delivering a better experience for both customers and agents.
Remote and hybrid teams now enjoy seamless, high-quality connectivity, boosting productivity. The system’s ability to handle up to 4,000 concurrent calls ensures reliable performance and business continuity. And with a future Teams rollout on the horizon, the company is well positioned for continued growth.
HUK-COBURG’s smooth transition to SIP connectivity with AudioCodes is a great example of how the right technology partner can drive meaningful digital transformation.
“AudioCodes has provided us with a scalable and modern voice network infrastructure. Uptime and reliability are critical for us, and AudioCodes has consistently delivered, ensuring that we remain available to our customers at all times.”
Klaus Meyer, HUK-COBURG
