Ericsson's Solidus eCare- sets new standards in customer contact centers

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Ericsson's Solidus eCare sets new standards in customer contact centers Ericsson launches a refined customer contact center solution that combines voice and data technologies. The latest in next generation multimedia contact center solutions, Ericsson's Solidus eCare brings together the best of traditional voice-based call centers and the latest developments in web-based communication solutions. The Solidus eCare solution enables customers to contact and interact with an organization both by telephone and the Internet. Voice contacts over the telephone can access a combined interactive voice response (IVR) and advanced speech recognition (ASR) service that greets the customer and leads them through a series of keypad or voice activated menus. For general queries, customers can navigate through simple and self-explanatory online menus to locate the desired information. Additional web services in Solidus eCare include text chatting, e-mail, interactive virtual agents, web callback and auto response e-mail for all types of services. Solidus eCare also uses skills- and profile based routing to forward each incoming contact to the agent best qualified to answer the query. The system intelligently matches information on the caller with the agent profile, which gives the caller the best answer and cuts waiting time significantly. "Solidus eCare provides a single solution that sets a standard for intelligent multimedia contact centers," said Jason Andersson, Director, Mobile e-commerce, Ericsson Radio Systems. "It recognizes the need to integrate self-service technology, including voice and web, with the ability to intelligently route inquiries to contact center agents." Solidus eCare uses the latest in mobile communications to free agents from their desks. This enables the agent to move to the location of the information to improve customer satisfaction. Solidus eCare operates on the Open Application Server platform; a multimedia services platform that extends call control capabilities and enables advanced telephony functionality. Ericsson is the leading communications supplier, combining innovation in mobility and Internet in creating the new era of mobile Internet. Ericsson provides total solutions covering everything from systems and applications to mobile phones and other communications tools. With more than 100,000 employees in 140 countries, Ericsson simplifies communications for customers all over the world. Read more at FOR FURTHER INFORMATION, PLEASE CONTACT Lena Hyttsten, Press Manager, Ericsson Enterprise Phone: +46 8 422 0317, +46 70 246 9494 E-mail: Jane Arrowsmith, Manager, Business Applications Portfolio Ericsson Enterprise Phone: +46 8 422 0502, E-mail:


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