Wicom Communications, a Finnish provider of IP contact center and enterprise communications software, announced the completion of Wicom contact center deployment at FSC (Folkrörelsernas Service Center), an administrative service center for trade unions, owned by LO, the largest Swedish trade union with close to two million members. The delivery was completed by Softronic, a Swedish IT and management consultancy and a Wicom partner in the Swedish market.
The deployment is part of a larger programme to improve FSC’s customer service and make its processes more efficient. Voice over IP (VoIP) technology replaces the traditional PBX system and enables the management of customer service in a centralised and cost efficient way. Wicom solution unifies the management of calls, e-mails, faxes and other contacts and brings new tools to improve customer service. Based on an open architecture the Wicom solution is integrated with the existing IT solutions of FSC.
‘We needed a cutting edge solution that helps us to streamline our processes. The Wicom solution integrates flexibly with our other IT solutions, which enables us to boost our performance’, said Mats Andersson, CEO, FSC. ‘VoIP technology brings us a wide range of advanced tools to improve customer service by making communication simpler and more effective’.
‘Proven scalability and reliability along with increasing installed base are attractive messages to call centers looking to ensure the quality of their services while increasing business efficiency. With this VoIP deployment FSC is able achieve its purpose to improve customer service and make its processes more efficient’, said Magnus Clementson, country manager, Wicom Communications. ‘We look forward to significant growth in both number and size of VoIP deployments in contact centers across Europe.’
Wicom contact center solution is based on Wicom CSS (Communications Server Suite), an open all-IP communications server architecture for unified queuing, prioritising, and routing for all contacts. The suite includes the functionalities of a traditional PBX telephony system and offers a migration path to centrally managed and administered all-IP business communications.
2004-03-10
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