Wicom Communications, the a Finnish European provider of IP contact center software, today announced the completion of Wicom contact center deployment at Elion, the largest telecommunications and IT provider in Estonia, formerly Eesti Telefon. One of the largest contact centers in Estonia employing 130 service agents is now operated and managed using Wicom CSS software.
Wicom Voice over IP (VoIP) technology brings Elion, a Wicom partner and distributor in Estonia since January 2001, a wide variety of new tools and features compared to traditional PBX systems. Key benefits include advanced reporting and supervisory features that improve performance tracking and management of call center operations. The Wicom CSS software runs on Brooktrout’s high-density VoIP platform connecting the circuit switched public network to the IP domain of the call center.
For Elion call center agents, the Wicom desktop tool, including phone functionality, is a graphical user interface operated using a regular web browser on any laptop or desktop PC. Files and databases required for providing callers with prompt answers along with the necessary software to act on any requests immediately are all used with the same PC.