Solidus eCare Multimedia Contact Center
Contact Center for Improved Customer Service
Aastra Solidus eCare™ offers IP and mobility-enabled contact center solutions for enterprises of all sizes. Solidus eCare™ supports multiple-site implementations, thereby enabling dispersed customer-service organizations to behave and be perceived as one single enterprise.
Enterprises are today faced with a crucial need to conduct business over multiple and geographically dispersed locations. A key concern is how to attract a broad customer base and at the same time minimize the cost of providing excellent customer service. To succeed, enterprises need a modern contact-center solution.
Aastra's Solidus eCare™ is an advanced Multimedia Contact Center offering agent applications, management applications and self-service applications. It operates on the Aastra MX-ONE™ communications system and presents full IP-based contact center capabilities. Solidus eCare™ comes empowered with Mobile Extension, allowing the contact-center agents access to the same functionality regardless of where they are locate, i.e. at the head office premises, branch office premises, and/or at any other remote location.
With Solidus eCare™, any enterprise can improve their customer service through complete, up-to-date information about their personnel instantly at hand, and quick response to customer requests.
- Customers are guaranteed to reach the right person, i.e. the appropriate agent, regardless of where this agent is located and of what communications media the customer prefers to use - phone call, SMS, e-mail, etc.
- Multi-site capabilities and centralized management allow companies to have distributed contact centers.
- Support for virtually any communications media and any device, e.g. phone call, SMS, e-mail, IP extensions using IP fixed telephones and IP softphones, mobile phones.
There are few facilities within an organization as dynamic as a contact center. With continuous change comes a need for intuitive and flexible control. Desktop Manager is a sophisticated tool designed to enhance call control and contact center functions. By providing agents and supervisors with many powerful call-control features, Desktop Manager facilitates efficient call handling and the integration of different media. Licensing for advanced features is available on an individual basis, allowing for total customization and scalability of each contact center package
Managing a contact center shouldn't be a difficult task. The powerful suite of management tools in the Solidus eCare™ solution provides continuous, detailed insights into the contact-center activity without adding complexity. The reporting, real-time viewing, networking, knowledge-base management, and configuration capabilities enable an organization to compare the use of different resources, and to analyze media-inquiry processes and overall contact-center efficiency. Multi-site capabilities and centralized management support distributed contact centers
The unique group of self-service application tools brings self-sufficiency to the contact center, enabling organizations to create customized interaction flows to suit their needs through Interactive Voice Responses supporting Automatic Speech Recognition and Text-to-Speech. Virtual Agent and auto e-mail response capabilities provide comprehensive 24/7 services, while allowing the agents to focus on the customers that need individual support
On the enterprise side the solution connects to existing PBX solutions using standard PRI interfaces. Using these open interfaces allows integration to any standard PBX.