490 — Ericsson announces multimedia call centre solutions for SMEs

Feb 10, 2003 | Conteúdos Em Ingles

The Swedish Ericsson has introduced a new version of its Solidus eCare solution that offers small and medium-sized businesses (SMEs) multimedia contact centre solutions. Solidus eCare 3.0 Compact Edition (CE) is a pre-installed, pre-configured package specially tailored to these companies.

“Like larger enterprises, small and medium-sized companies are searching for new ways to serve their customers better and stand out from the competition. Until now, they’ve been put off by the cost and complexity of multimedia contact centre solutions. This is what the Solidus eCare 3.0 Compact Edition addresses,” explains Lars Svensson, president of Ericsson Enterprise AB.

Using the customer’s choice of communication, telephone or e-mail, the Solidus eCare 3.0 Compact Edition can be tailored to individual needs and be enhanced with new capabilities as needs dictate. The solution can start small – there are ten- and 20-agent versions – and then be expanded and evolved – up to the full Solidus eCare application suite – in line with business growth and development.

“For small and medium enterprises, competing on customer service is perhaps even more important than for larger companies. We’re helping them succeed by offering big-system features in a smaller, more affordable package,” adds Mr Svensson.

In many countries around the world, reports indicate that the contact centre market is expected to grow by 14–18 per cent, and much of this growth will come from small and medium enterprises.