Contact centre managers increasingly want to offer personalised and efficient service by easily connecting with the right experts and information sources within their organisation to successfully attract and retain customers. Such requirements were vital to extending the existing skill based routing of Solidus eCare and enabling contact centre agents to react to customer enquiries effectively across a range of media.
“Customers want more than just contact centre agents. They are looking for ‘special agents’ – the right people within the business - to answer their queries. This is what we’re delivering. Aastra is putting communications at the heart of the business, enabling customers to achieve higher levels of customer service through the use of cutting edge technology." said Jason Andersson, Head of Applications at Aastra.
As part of these key enhancements delivered in this new version of Solidus eCare, Aastra is introducing InTouch, a new user-friendly unified communications application that can be deployed for contact centre agents and any other staff member. It provides common access to tools such as presence management, corporate directory searches and instant messaging to easily see who is available, get in touch with key individuals through IM or the built-in SIP softphone and ultimately enhance customer service. By bringing unified communications to the contact centre, InTouch enhances productivity by empowering contact centre agents with the right mix of technologies for a faster and more accurate route to key information and resources.
Aastra has also launched Solidus eCare Lite. This innovative package of Aastra’s enterprise-grade contact centre solution is specifically tailored for businesses that have a need for a smaller scale contact centres with up to 50 agents. Available now on the Aastra MX-ONE Compact, this new option can offer the same high class functionality with simpler entry level features for companies looking for a compact, competitive yet highly reliable solution.
“Most companies have contact centres with only a few agents – and their imperatives for quality are just the same as large call centres. We are very excited to bring an industry-leading platform such as Solidus eCare to a wider audience and enable businesses with small contact centres to get advanced tools. Such development has also been very positively received by our channel partners.” said Jason Andersson. “As businesses’ needs grow, they can simply scale up their contact centre solution and can continue to use the same environment to serve customers.”
Magnus Larsson, CIO at H1, a leading player in the Scandinavian contact centre industry who took part in development of this new version of Solidus eCare said: “As a company solely focussed on outsourced contact centre solutions, H1 is passionate about delivering the best service on behalf of our customer and providing a great place to work. We enjoy a close relationship with Aastra and welcomed the opportunity to actively contribute to the field trials of this new version of Solidus eCare, thus combining our industry knowledge with their technology expertise to further improve the solution. Solidus eCare offers us a strong and cost effective tool and with the right flexibility to enable us to create first class customer-specific solutions.”
True to Aastra’s focus on open standards, this new version also offers an enhanced support of the SIP (Session Initiation Protocol) standard to facilitate deployments across multiple sites or mixed PBX environments. Other key newly improved features include enhanced reporting, real-time display as well as new report capabilities for management.
Solidus eCare is a fully integrated contact solution that provides all contact centre needs such as multi media support, IP enabled, mobility for agents, virtual contact centre for distributed sites and also multi-tenanting. It blends voice calls, e-mails, SMS, internet collaboration, fax and Web chat in a single virtual queue. Solidus eCare’s intelligent skills-based routing capability ensures that customers are always routed to the best qualified agent. Solidus eCare can scale for businesses with up to 10,000 agents and handle 400,000 calls per hour.