Ericsson’s Solidus eCare contact center solution now offers enterprises of all sizes to implement IP- and mobility-enabled virtual contact centers across multiple sites. This enables dispersed customer service organizations to behave ‘as one’, and helps ensure customers always get through to the most appropriate agent – wherever they are located and whichever communications medium they prefer to use.
The new version of the Ericsson multimedia contact center solution, Solidus eCare 4.0, is IP-enabled and offers multi-site support with centralized management and reporting. Capacity has been extended to offer scalability for contact centers with up to 500 agents. This flexibility enables Solidus eCare to offer the functions needed by contact centers of all sizes cost-effectively, without the need for significant integration work or professional services.
“Our aim is to offer leading-edge contact center solutions that will continue to evolve with our customers’ changing CRM strategies,” said Staffan Svensson, Vice President, Product Management, Ericsson Enterprise. “Solidus eCare 4.0 strengthens our ability to deliver solutions that offer consistent, efficient and reliable customer service across all media. Its integration of IP and mobility technologies empowers enterprises to offer the highest levels of customer service.”
Solidus eCare operates on Ericsson’s successful MD110 Convergence Communications System. This means it will not only be able to provide full IP contact center capabilities, but also provides remote or roaming agents with full PBX feature transparency through Mobile Extension.
Through its multi-site capabilities and centralized management, Solidus eCare 4.0 enables the creation of distributed contact centers. This supports enterprises’ growing requirement to conduct business over multiple and geographically dispersed locations, so that they can reach a broader customer base and reduce the cost of providing the required service levels.
Other enhancements in Solidus eCare 4.0 include improved e-mail handling, support for IP telephones and IP softphones, and an enhanced range of service tools.
Ericsson is shaping the future of Mobile and Broadband Internet communications through its continuous technology leadership. Providing innovative solutions in more than 140 countries, Ericsson is helping to create the most powerful communication companies in the world.
Read more at http://www.ericsson.com/press
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