VoIP-based Contact Center overall service solution from TietoEnator

VoIP-based Contact Center overall service solution from TietoEnator TietoEnator has developed a new type of overall service solution based on VoIP technology (Voice over Internet Protocol) for Contact Center system services. This concept can be used to implement secure and flexible Contact Center solutions that can be seamlessly integrated into the customer's existing telephone technology. TietoEnator regards VoIP as one of the most exciting new technologies that enable the development of new kinds of services. When using VoIP technology, voice is transferred as packets to data networks instead of traditional telephone networks. This technology makes it possible for various kinds of data and channels to be integrated and for all the material to travel in the data network and be combined in one application, if necessary. This can also yield remarkable cost savings. The VoIP-based Contact Center service solution is a result of TietoEnator's Business Areas Telecom & Media and Processing & Network investing heavily in utilising this technology. "When developing our VoIP-based service concept, we were not interested in the technology itself but in how it can serve us and what kind of new opportunities for utilisation it brings", says Director Mika Nurmi from TietoEnator. "When we smoothly combine new technology with our customers' current systems, we are able to guarantee them a safe development path." In the Contact Center service, one must be able to quickly handle contacts from many different channels and redirect them in an environment that is sometimes geographically extremely dispersed, and also combine them with the data existing in other systems. VoIP gives the Contact Center flexibility and the possibility for decentralisation. When a VoIP solution is built to coexist with the traditional telephone exchange, as is the case in TietoEnator's own Contact Center, safety and reliability of operation will be ensured. The VoIP-based Contact Center solution by TietoEnator can be easily customised to meet the different needs of customers. For example, the user support functions or the integration of the application into other information systems, such as the customer management or CRM system, is flexibly implemented for each customer. A VoIP-based Contact Center service has proved to be functional in a demanding environment: part of TietoEnator´s user support for its company network is built with this technology in Finland. TietoEnator also provides basic infrastructure, consulting, planning and operation services for VoIP technology. For more details, please contact: TietoEnator, Telecom & Media Solutions, Director Mika Nurmi +358 9 862 65550, +358 40-5217687 TietoEnator, Processing & Network, Director Tapani Turunen +358 9 862 61569, +358 400 725958 With a staff of 10,000 and annual net sales of 1.1 billion euro, TietoEnator is a leading supplier of high value-added IT services in Europe. TietoEnator provides consulting, systems development and integration, operation and support, product development services for customers, and software services. The Group has in-depth knowledge of its customers' businesses in areas such as telecommunications, finance, the public sector and the forest and energy industries. www.tietoenator.com TIETOENATOR CORPORATION DISTRIBUTION Principal media ------------------------------------------------------------ This information was brought to you by Waymaker http://www.waymaker.net The following files are available for download: http://www.waymaker.net/bitonline/2001/10/02/20011002BIT00040/bit0002.doc http://www.waymaker.net/bitonline/2001/10/02/20011002BIT00040/bit0002.pdf