Ericsson has launched the latest thing in contact center solutions, Solidus eCare, that enables customers to interact with an organization both by telephone and the Internet.
Voice contacts over the telephone can access a voice response and speech recognition service that leads them through a series of keypad or voice-activated menus. Customers can also navigate through simple online menus for information.
The solution includes text chatting, e-mail, interactive virtual agents, web callback and auto response e-mail. It then forwards each call to the agent who can best answer the query.
“Solidus eCare recognizes the need to integrate self-service technology with the ability to intelligently route inquiries to contact center agents,” said Jason Andersson, director, Ericsson.
Solidus eCare operates on the open application server platform, which enables advanced telephony.
Ericsson has more than 100,000 employees in 140 countries.