Aastra Solidus eCare

Solidus eCare 8.1

Aastra, leading company in the market of corporate communication solutions announced in the fall of 2012 a release of the new version of the multimedia contact center of Solidus eCare 8.1 in which easy and convenient integration with social networks is implemented. This integration provides an opportunity to agents to communicate with clients through Twitter, Facebook or LinkedIn, in addition to other multimedia methods of interaction, such as e-mail, instant messages, SMS and phone.

According to the analyst of the Frost & Sullivan agency Krishna Baydia, "Social networks promptly turn into the powerful tool for customer acquisition and interaction with them. Contact centers can benefit, using it for the solution of different tasks - involvement of the new clients, increase in loyalty existing and improvement of service quality".

Integration with social networks into Solidus eCare is simple and convenient: the new Open Media Connect interface implemented in the new version of the solution provides smooth integration with the popular websites of social networks. Now, when such integration appeared, the companies have an opportunity to receive the expanded reporting in real time on customer interaction in social networks, understanding of customers needs and information on activities of agents.

The Open Media Connect interface simple in use of API (application programming interface) and also support of open standards do possible also integration with CRM systems, personnel management systems of WFM and enterprise resource planning of ERP.

Bo Stenlund, the head of the development center of Aastra Solidus eCare explains, "The new version of Solidus eCare allows the staff of contact center to interact with clients, most efficiently as using social networks, and I use more traditional methods. Social networks had a serious impact on communication of people therefore integration of contact centers with social networks will help the companies to improve customer interaction and also to increase their satisfaction".

In addition to integration with social networks in the new version of Aastra Solidus eCare other functions were added:

• New opportunities of personal routing of calls (PersonalCallRouting)
• New opportunities of campaigns of outgoing calls
• New UC the client for the PC – BluStar Agent
• Full support of virtualization, including support of the High Availability and Fault Tolerance functions
• The application for smartphones allowing heads to browse a current status of work of contact center irrespective of their location
• The new Web portal with scripts, ready to use (for IVR, abnormal notifications, etc.)

Solidus eCare is completely integrated solution for contact center with low total cost of ownership. The solution Solidus eCare is capable to satisfy all requirements, such as support of IP and multimedia communications, functions of mobility for agents, virtual contact center for distributed the websites and also a possibility of multi-user scenarios of use of one system. Solidus eCare can expand to 12.000 agents and to process up to 400 thousand calls per hour.