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Constant ringing phones can be a major distraction in everyday business. At NSK GmbH & Co. KG, incoming calls were long handled via a central number — meaning multiple employees were interrupted at the same time. Since introducing NIA FrontDesk, that has fundamentally changed.
The challenge: Central availability, constant disruption
NSK deliberately works without direct extensions. All employees are reachable via the main number. While customer-friendly, this led to frequent interruptions internally—many calls were simply requests to be transferred.
“Everyone was logged into the central line. That meant people were constantly interrupted often just to forward a call.”
Ralph Hammann, Managing Director, NSK GmbH & Co. KG
A structured and automatable call-handling process was missing.
The solution: Smart call routing with NIA FrontDesk
With NIA FrontDesk, NFON’s AI-based phone assistant, NSK introduced the benefits of a central reception — without dedicating an employee to it.
The bot answers calls, identifies the request or desired contact, and routes calls intelligently. For NSK, the primary use case is targeted call forwarding, not long voice menus.
“Since NIA FrontDesk started routing our calls, the office has become noticeably quieter.”
A knowledge base with opening hours, ticket information, and general FAQs is already in place and will be expanded further over time.
Early adoption, testing and continuous improvement
NSK joined as an early adopter and invested time in testing and fine-tuning the bot. Internal test calls and telephony expertise helped optimize routing and workflows.
At the same time, AI Essentials supports daily work through:
Voicemail transcription
Written summaries of calls
Documentation of customer and internal conversations
All transcripts are shared centrally in Microsoft Teams, ensuring transparency and reliable follow-up.
The results: Tangible relief for the entire team
Even without detailed analytics, the impact is clear:
Around 75% fewer interruptions, as calls reach the right person directly
More focus and calmer working environments
More efficient internal workflows
Faster handling of enquiries thanks to text-based transcripts
“Phones ring far less and the entire team feels the difference.”
Customers also benefit from clearer routing and quicker responses.
More than an internal solution
As a system integrator, NSK uses NIA FrontDesk as a live reference. Customers experience the solution firsthand when calling — and often ask about it afterwards.
“When customers experience the bot themselves, it explains the value better than any brochure.”
With NIA FrontDesk, NSK didn’t just optimize an existing process — it created a new, smarter way of handling calls. Fewer interruptions, better focus, and happier teams show how AI-powered call automation delivers real business value.
About NSK GmbH & Co. KG
NSK GmbH & Co. KG is a German system integrator specializing in communication and IT solutions for business customers. The company supports organizations in designing, implementing, and operating modern telephony and collaboration environments, with a strong focus on practical, reliable solutions for day-to-day operations. As both a user and provider of communication technology, NSK places particular importance on solutions that deliver measurable relief and real-world usability.
Interested in reducing call disruptions in your organization?
Discover how NIA FrontDesk helps teams manage calls intelligently without additional staffing.
Learn more about NIA FrontDesk by NFON
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