Cloud and AI for emergency hotlines

Servodata GmbH operates the card blocking hotline 116 116, one of the most important services for customer security in German payment transactions. In order to meet the increasing demands on availability, scalability, and data protection, the existing on-premise platform was replaced by a modern cloud solution. Together with Telekom MMS, a highly secure, flexible, and future-proof service infrastructure was created.

• Efficiency enhancement through intuitive handling of calls, lock mediation, and lock processing
• Simplified processes, optimized monitoring, and seamless system integration
• High availability and scalability for future requirements

Every day, over 4,000 people contact Servodata's service hotline for emergency calls, requests to block checking, debit, or credit cards, or other urgent matters.

However, the existing on-premise platform behind the hotline was increasingly reaching its limits—both technically and in terms of maintenance, scalability, and regulatory requirements. In addition, the manufacturer had announced that it would be discontinuing support in the near future.

The goal was therefore to create a highly available, certified, and future-proof contact center solution that fully maps Servodata's individual blocking process. At the same time, media disruptions were to be eliminated, processes streamlined, and new tools integrated to facilitate the work of the call center teams.

The new platform was not only intended to ensure ongoing operations, but also to be able to respond flexibly to new requirements – from peak loads to new regulatory requirements.

Together with Deutsche Telekom AG as the general contractor and Telekom MMS as the implementation partner, a modern cloud platform based on Genesys Cloud Contact Center was set up. The solution was supplemented by the AI-supported low-code platform OutSystems, which initiates blocking, blocking processing, and billing processes and provides the customized agent front end.

The result was a tailor-made solution for Servodata that is precisely tailored to its individual requirements. Telekom MMS took care of the technical implementation, seamlessly integrated the solution into the existing system landscape, and provided comprehensive training. Telekom MMS was significantly supported in the implementation of the OutSystems platform by its development partner PICA GmbH.

The migration took place under full load – the essential operation of the hotline was guaranteed throughout. The new system architecture meets the highest security requirements, including the Payment Card Industry Data Security Standard (PCI DSS). It enables flexible control of the voice bot and seamlessly integrates other systems such as billing solutions and workforce management tools.

The new platform brings tangible benefits for Servodata: Call center teams benefit from a modern user interface, simplified queue handling, and improved monitoring. Processes have been streamlined, reporting optimized, and scalability significantly increased to reliably handle over 4,000 calls per day.

The consolidation of all data for the services provided to the participating banks ensures transparent and efficient billing. The solution meets the highest security requirements and can be flexibly expanded.

This means that Servodata is not only technically up to date, but also optimally positioned organizationally for future challenges.

The new platform thus strengthens Servodata's role as a reliable partner in the financial sector and serves as a reference for further digitization projects.

Servodata GmbH, based in Frankfurt, operates the central card blocking hotline 116 116 on behalf of Sperr-Notruf 116 116 e.V. As a subsidiary of Serviscope—part of the Atruvia Group—Servodata serves customers from the banking, payment, retail, healthcare, and energy sectors. The company was founded in 1975, employs 85 people (as of 2024) and achieved annual sales of €5.4 million in 2024.