Call and contact centers increasingly rely on IP based communication Berlin – communication via the Internet Protocol (IP) plays an increasingly important role in call and contact centers according to industry experts. The selection of the correct communication channel is relevant when it comes to the redistribution of the telephone volume in favor of other media. The so-called multichannel communications to allow customers the choice between as many communication channels and increase so that the availability and customer satisfaction in multichannel contact centers the agents of multifunctional jobs through different communication channels to communicate with the end customer. Management of contact options it depends on, to provide the most appropriate channel for different target groups. So the TK-Aastra offers a routing with the system Solidus eCare 6.0 for all types of media – voice, fax, email, SMS or chat.
The client can communicate with the company according to his wishes. The system supports up to 10,000 agents, regardless of the location, according to data from Aastra and can handle up to 400,000 calls per hour. Graphical report tools allow the managers in the call center, continuously and constantly to improve the performance in customer service. The version 6.0 provides the agents personal announcements, as well as new possibilities for distribution hold. More skills are the IP record for softphones, choose from SMS, a new interface for business applications such as SAP and new multimedia options for communicating with the customers. Call or contact center, particularly on the basis of IP technology, are prevail around the world. Customers justifiably expect therefore shorter wait times and better service. To achieve competitive advantages and to deliver these high quality standards, companies need powerful tools for better routing of calls for more efficient interaction with the customers and for sophisticated reporting. Solidus eCare 6.0 meets these requirements through the “Integration of all existing media and technologies and thus helps to higher productivity and improved service quality”, explains Andreas Lady, CEO of Aastra group in Germany.