Aastra (News - Alert) has unveiled the addition of social media as one of the channels available in its contact center. The company is empowering contact center agents to communicate with customers via Twitter, Facebook (News - Alert) or LinkedIn through Solidus eCare that can now easily be integrated with social media.
A fully integrated contact solution with a low Total Cost of Ownership, Solidus eCare will complement the other multimedia options contact center agents have that include email, instant messaging, SMS and telephone.
“Social media is rapidly emerging as the next big frontier for customer engagement and interaction,” said Krishna Baidya, industry manager, ICT Practice from Frost & Sullivan (News - Alert). “Contact center can benefit by using it in many ways - to engage customers, improve collaboration and deliver improved customer experience.”
Solidus eCare is available globally and is designed to address all contact center requirements such as multi- media support and mobility for agents. Aastra notes that this solution can easily scale for businesses with up to 12,000 agents and handle 400,000 calls per hour.
The new version of Aastra's Solidus eCare include several features such as new personal call routing; improved outbound capabilities; new UC desktop client; full support for virtualization; and smartphone app that enables managers to view contact centre status updates from anywhere.
“Social media is shifting the way the people communicate and, by fully integrating social media into a contact center, businesses can improve customer interaction as well as customer satisfaction,” said Bo Stenlund, head of R&D for Solidus eCare, Aastra, in a statement.
Aastra was in news last month for introducing both its Clearspan unified communications solution and the Aastra BluStar Ecosystem for video and mobility collaboration.
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Edited by Amanda Ciccatelli