As companies look to improve customer service levels, mobilizing the right resources internally can bring significant benefits.
Dallas, TX (PRWEB) December 10, 2012
Aastra, a leading company at the forefront of the enterprise communication market, has added a new Personal Call Routing feature to Solidus eCare™, its all-in-one contact center.
Companies often have to respond to significantly higher volumes of calls or inbound inquiries that can be seasonal or limited during certain times of the day. While Solidus eCare’s built-in auto-attendant and Interactive Voice Response automate the most repetitive, routine tasks to free up staff for more specialized queries, another cost effective way of tackling such a challenge is extending the boundaries of the traditional contact center by adding experts as virtual contact center agents during peak periods.
The new Personal Call Routing feature allows specialists from across an organization to assist as contact center agents, while still prioritizing incoming calls that are important to them. For example, a sales representative in a retail business can work as an agent but can prioritize contact with key account customers who call on the direct line.
Solidus eCare’s other strengths in terms of integrated mobility, skill-based routing, and Unified Communications with the BluStar™ agent offer the required features and flexibility needed to implement an “enterprise wide contact center” and bring knowledge workers into the contact center.
Implementing an enterprise wide contact center can save a significant amount of money, negating the need to recruit and train additional contact center employees, as global car rental company Avis discovered when faced with the prospect of recruiting an additional 300 contact center agents in Sweden.
Until recently Avis had a central contact center in Gothenburg, Sweden which managed all rental car bookings across Scandinavia. Due to business growth, call waiting times and the number of abandoned calls had increased significantly but the organization did not want to hire more contact center staff. Instead, working with Aastra, they added hundreds of virtual contact center agents – all existing employees from across the region with the right profile to handle customer inquiries and bookings. As a result, without recruiting any more staff, the number of abandoned calls was reduced by more than 95% and revenue increased by 15% during Avis’ prime season.
Bo Stenlund, Head of R&D for Solidus eCare from Aastra comments, “The new release puts Solidus eCare at the heart of an organization, creating a very dynamic and powerful platform, making it even easier to manage time, people and costs. As companies look to improve customer service levels, mobilizing the right resources internally can bring significant benefits. The new Personal Call Routing ensures that the wider needs are not fulfilled at the expense of other requirements.”
For further information, visit http://www.aastra.com/solidus-ecare-contact-center.htm
To read the Avis case study, please visit: http://www.aastra.com/success-stories.htm?id=242
About Aastra USA
Aastra USA Inc. is the US business unit of Aastra Technologies Limited, a company at the forefront of the enterprise communication market. Headquartered in Concord, Ontario, Canada, Aastra develops and delivers innovative communications products and applications for businesses. Aastra’s operations are truly global with more than 50 million installed lines around the world and a direct and indirect presence in more than 100 countries. Aastra is entirely dedicated to enterprise communications and offers IP telephony and Unified Communications solutions individually tailored to satisfy its customers’ requirements. These range from feature-rich call managers for small and medium businesses and highly scalable ones for large enterprises, integrated mobility, call center solutions to a wide selection of terminals. With a strong focus on open standards, Aastra enables enterprises to communicate and collaborate more efficiently. For additional information on Aastra, visit our website at http://www.aastrausa.com