Solidus eCare Multimedia Contact Center
The ultimate goal for any company is to build long lasting relationships and loyalty with their customers. Aastra Solidus eCare contact center is dedicated to in building the best contact with your customers.
Customer Service at its best
Aastra Solidus eCare offers enterprises of all sizes IP and mobility-enabled virtual contact centers across multiple sites. This enables dispersed customer service organizations to behave as one single unit. Solidus eCare™ is the power that enables people to be provided with the best contacts.
Customers are guaranteed access to the most appropriate agent – wherever they are located and on whichever communications medium they prefer to use.
Solidus eCare is a multimedia contact center that gives the customer and agent the opportunity to communicate in the manner of their choice.
IP Multimedia Routing and Queuing: The intelligence in the system that takes care of the routing using skills-based routing, and makes sure that the customer is routed to the most appropriate agent.
Agent applications – The agent application includes the ability to handle all the different incoming media types. Furthermore, it provides agents with the option of having screen pop-ups and real-time information on their desktops.
Self Service – The Interactive Voice Response is a very important tool in the contact center. It is a graphical tool that makes it possible to create all kinds of call flows, ask for and retrieve information, and interface with databases.
Management Services – The management applications include the Configuration Manager where you configure the users and media flow, the Information Manager where it is possible to see real-time information, and the Report Manager which comprises historical data and reports. All the management applications are windows-based and easy to use.
Outbound Agent Application: Provides agents with the means to handle and take care of outbound telephony, thereby making it possible to create telemarketing campaigns.
Multimedia contact center module:
E-mail/SMS handling – As part of the overall solution, the customers will be able to use e-mail/SMS as a medium for getting in touch with the contact center. E-mail/SMS is handled in the exact same way as phone calls.
Web – The real-time medium known as Chat will make it possible for customers to get in contact with the company from the company’s homepage. Chat is handled in the same way as phone calls and goes through the same routing intelligence.
Solidus eCare Lite
Based on the same skill based routing functionality as our Multimedia Contact Center, Solidus eCare Lite addresses the small call center needs and helping your enterprise always delivering the best customer service.
Working as an agent with Solidus eCare Lite you can handle incoming calls as phone agent och using the Desktop and soft phone.
Consumers today expect more from the companies they do business with than ever before. Solidus eCare Lite is
Aastra’s solution for enterprises that need a smaller call center. It is based on the same skills-based routing functionality as our multimedia contact center solution, making sure that the appropriate agent is contacted.
Solidus eCare Lite includes voice agent functionality for up to 50 agents, and features desktop integration and soft phones. For administration and management of your call center, it includes Report Manager for reports, Information Manager for real-time data and Configuration Manager for user administration.
Departmental Call Centre Case Study
OIP Call Center
With the OIP Call Center companies can optimize the availability of their internal teams. It keeps the overall solution smart and simple, easy to use and easy to maintain. And it supports several combinations of routing algorithms.
Easy to use, smart and powerful: The OIP Call Center offers best value for money for Companies who want to optimize the availability of their internal teams, e.g. hotline, customer support or pre-sales.
The OIP Call Center offers all important functionality to optimize the availability of your internal teams for your customers. By purpose it sets aside all dispensable complexity – thus keeping the overall solution smart and simple, easy to use and easy to maintain.
It can be used together with
- IntelliGate (version I7.7 and higher)
InTouch+
Aatra InTouch+ is more than a softphone, it is a Unified Communications client that enables your users, including contact center agents, instant access to available colleagues and information.
With Aastra InTouch+, your enterprise is at the cutting edge of communications technologies, and the application enables your company to always provide customer service at its best.
Aastra InTouch+ is more than a soft phone, calls can be placed and received using a
PC connected to the office LAN and enterprise server.
Besides offering basic functions such as placing and receiving calls, Aastra InTouch+ enables presence status management and corporate directory searches.
Aastra InTouch+ is a Unified Communications client that gives instant access to information and colleagues. It targets the non contact center users in a business. If you have Solidus eCare and a CMG server, Aastra InTouch+ will make the most out of the two on the user’s PC. It also works independently without a CMG server, and does not require that the contact center functions of Solidus eCare be used.
Aastra InTouch+ main functions are:
- A softphone
- Presence and availability management
- Directory search and dialing from the directory listing
- A built-in function for managing personal CMG activity
