Welcome!

Microservices Expo Authors: Reinhard Brandstädter, Elizabeth White, Thanh Tran, Anders Wallgren, Liz McMillan

News Feed Item

#SOCIALMEDIA @Aastra Contact Centre

DUBAI, November 28, 2012 /PRNewswire/ --

 

Straightforward social media integration with new version of Solidus eCare™  

Aastra, a leading company at the forefront of the enterprise communication market, has added social media as one of the channels available in its all-in-one contact centre. Solidus eCare can now easily be integrated with social media. It empowers contact centre agents to communicate with customers via Twitter, Facebook or LinkedIn, complementing the other multimedia options they have at their disposal such as email, Instant Messaging, SMS and telephone.

According to Krishna Baidya, Industry Manager, ICT Practice from Frost & Sullivan, "Social media is rapidly emerging as the next big frontier for customer engagement and interaction. Contact centres can benefit by using it in many ways - to engage customers, improve collaboration and deliver improved customer experience."

Social media integration with Solidus eCare is simple. The new Open Media Connect provides smooth and instant integration with popular social media sites. As social media is fully integrated into the contact centre, companies will benefit from advanced, real-time reporting and analytics from their social media interaction to gain a thorough insight into customer requirements and agents' responses.

Open Media Connect's easy-to-use APIs (Application Programming Interfaces) and support for open standards also make possible a seamless integration with Customer Relationship Management (CRM), Workforce Management (WFM) and Enterprise Resource Planning (ERP) applications to offer total-solution services.

Bo Stenlund, Head of R&D for Solidus eCare  from Aastra comments, "The new release of Solidus eCare enables contact centre staff to engage in the most effective way with customers, whether they wish to communicate using social media or more traditional channels. Social media is shifting the way the people communicate and, by fully integrating social media into a contact centre, businesses can improve customer interaction as well as customer satisfaction."

Other key features added to the new version of Aastra's Solidus eCare include:

  • New Personal Call Routing
  • Improved outbound capabilities
  • New UC desktop client - BluStar Agent
  • Full support for virtualisation, including High Availability and Fault Tolerance
  • Smartphone app enabling managers to view contact centre status updates from wherever they are
  • New web portal with ready-to-use scripts (for the IVR, emergency notifications…).

Solidus eCare is a fully integrated contact solution with a low Total Cost of Ownership.  Available globally,  Solidus eCare provides all contact centre needs such as multi media support, IP enabled, mobility for agents, virtual contact centre for distributed sites and also multi-tenanting. Solidus eCare™ can scale for businesses with up to 12,000 agents and handle 400,000 calls per hour and supports a multitude of languages including Arabic.

Open Media Connect is available with Solidus eCare release 8.1 from November 2012.

For further information, visit http://www.aastra.com/solidus-ecare-contact-center.htm

About Aastra Middle East and Africa

Aastra Middle East and Africa is the regional business unit of Aastra Technologies Limited, (TSX:"AAH"), a leading company at the forefront of the enterprise communication market. Headquartered in Concord, Ontario, Canada, Aastra develops and delivers innovative communications products and applications for businesses. With a strong focus on open standards, Aastra enables enterprises to communicate and collaborate more efficiently. Aastra's operations are truly global with more than 50 million installed lines around the world and a direct and indirect presence in more than 100 countries. Aastra is entirely dedicated to enterprise communications and offers one of the most complete portfolios of unified communications solutions individually tailored to satisfy its customers' requirements. These range from feature-rich call managers for small and medium businesses and highly scalable ones for large enterprises, associated UC applications, integrated mobility, multimedia call center solutions and high definition video communications to a wide selection of deskphones and cordless terminals. For additional information on Aastra, visit our website at http://www.aastra.com/mea

Media contacts:

[email protected]

Aastra® is a registered trademark of Aastra Technologies Limited in the United States and Canada. All other product and company names herein may be trademarks of their registered owners.


SOURCE Aastra Middle East and Africa

More Stories By PR Newswire

Copyright © 2007 PR Newswire. All rights reserved. Republication or redistribution of PRNewswire content is expressly prohibited without the prior written consent of PRNewswire. PRNewswire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

@MicroservicesExpo Stories
Just last week a senior Hybris consultant shared the story of a customer engagement on which he was working. This customer had problems, serious problems. We’re talking about response times far beyond the most liberal acceptable standard. They were unable to solve the issue in their eCommerce platform – specifically Hybris. Although the eCommerce project was delivered by a system integrator / implementation partner, the vendor still gets involved when things go really wrong. After all, the vendo...
SYS-CON Events announced today that EastBanc Technologies will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. EastBanc Technologies has been working at the frontier of technology since 1999. Today, the firm provides full-lifecycle software development delivering flexible technology solutions that seamlessly integrate with existing systems – whether on premise or cloud. EastBanc Technologies partners with p...
While there has been much ado about interoperability, there are still no real solutions, same as last year and the year before that. The large EHR vendors who continue to dominate the market still maintain that interoperability is all but solved, still can't connect EHRs across the continuum causing frustration by providers and a disservice to patients. The ONC pays lip service to the problem, but that is about it. It is time for the healthcare industry to consider alternatives like middleware w...
Our CTO, Anders Wallgren, recently sat down to take part in the “B2B Nation: IT” podcast — the series dedicated to serving the IT professional community with expert opinions and advice on the world of information technology. Listen to the great conversation, where Anders shares his thoughts on DevOps lessons from large enterprises, the growth of microservices and containers, and more.
SYS-CON Events announced today that AppNeta, the leader in performance insight for business-critical web applications, will exhibit and present at SYS-CON's @DevOpsSummit at Cloud Expo New York, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. AppNeta is the only application performance monitoring (APM) company to provide solutions for all applications – applications you develop internally, business-critical SaaS applications you use and the networks that deli...
SYS-CON Events announced today the Docker Meets Kubernetes – Intro into the Kubernetes World, being held June 9, 2016, in conjunction with 18th Cloud Expo | @ThingsExpo, at the Javits Center in New York, NY. Register for 'Docker Meets Kubernetes Workshop' Here! This workshop led by Sebastian Scheele, co-founder of Loodse, introduces participants to Kubernetes (container orchestration). Through a combination of instructor-led presentations, demonstrations, and hands-on labs, participants learn ...
SYS-CON Events announced today the How to Create Angular 2 Clients for the Cloud Workshop, being held June 7, 2016, in conjunction with 18th Cloud Expo | @ThingsExpo, at the Javits Center in New York, NY. Angular 2 is a complete re-write of the popular framework AngularJS. Programming in Angular 2 is greatly simplified. Now it’s a component-based well-performing framework. The immersive one-day workshop led by Yakov Fain, a Java Champion and a co-founder of the IT consultancy Farata Systems and...
Join us at Cloud Expo | @ThingsExpo 2016 – June 7-9 at the Javits Center in New York City and November 1-3 at the Santa Clara Convention Center in Santa Clara, CA – and deliver your unique message in a way that is striking and unforgettable by taking advantage of SYS-CON's unmatched high-impact, result-driven event / media packages.
The initial debate is over: Any enterprise with a serious commitment to IT is migrating to the cloud. But things are not so simple. There is a complex mix of on-premises, colocated, and public-cloud deployments. In this power panel at 18th Cloud Expo, moderated by Conference Chair Roger Strukhoff, panelists will look at the present state of cloud from the C-level view, and how great companies and rock star executives can use cloud computing to meet their most ambitious and disruptive business ...
SYS-CON Events announced today that BMC Software has been named "Siver Sponsor" of SYS-CON's 18th Cloud Expo, which will take place on June 7-9, 2015 at the Javits Center in New York, New York. BMC is a global leader in innovative software solutions that help businesses transform into digital enterprises for the ultimate competitive advantage. BMC Digital Enterprise Management is a set of innovative IT solutions designed to make digital business fast, seamless, and optimized from mainframe to mo...
Earlier this week, we hosted a Continuous Discussion (#c9d9) on Continuous Delivery (CD) automation and orchestration, featuring expert panelists Dondee Tan, Test Architect at Alaska Air, Taco Bakker, a LEAN Six Sigma black belt focusing on CD, and our own Sam Fell and Anders Wallgren. During this episode, we discussed the differences between CD automation and orchestration, their challenges with setting up CD pipelines and some of the common chokepoints, as well as some best practices and tips...
SoftLayer operates a global cloud infrastructure platform built for Internet scale. With a global footprint of data centers and network points of presence, SoftLayer provides infrastructure as a service to leading-edge customers ranging from Web startups to global enterprises. SoftLayer's modular architecture, full-featured API, and sophisticated automation provide unparalleled performance and control. Its flexible unified platform seamlessly spans physical and virtual devices linked via a world...
Automation is a critical component of DevOps and Continuous Delivery. This morning on #c9d9 we discussed CD Automation and how you can apply Automation to accelerate release cycles, improve quality, safety and governance? What is the difference between Automation and Orchestration? Where should you begin your journey to introduce both?
When I talk about driving innovation with self-organizing teams, I emphasize that such self-organization includes expecting the participants to organize their own teams, give themselves their own goals, and determine for themselves how to measure their success. In contrast, the definition of skunkworks points out that members of such teams are “usually specially selected.” Good thing he added the word usually – because specially selecting such teams throws a wrench in the entire works, limiting...
SYS-CON Events announced today TechTarget has been named “Media Sponsor” of SYS-CON's 18th International Cloud Expo, which will take place on June 7–9, 2016, at the Javits Center in New York City, NY, and the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. TechTarget is the Web’s leading destination for serious technology buyers researching and making enterprise technology decisions. Its extensive global networ...
SYS-CON Events announced today that Commvault, a global leader in enterprise data protection and information management, has been named “Bronze Sponsor” of SYS-CON's 18th International Cloud Expo, which will take place on June 7–9, 2016, at the Javits Center in New York City, NY, and the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Commvault is a leading provider of data protection and information management...
As AT&Ts VP of Domain 2.0 architecture writes one aspect of their Domain 2.0 strategy is a goal to embrace a Microservices Application Architecture. One page 9 they describe how these envisage them fitting into the ECOMP architecture: "The initial steps of the recipes include a homing and placement task using constraints specified in the requests. ‘Homing and Placement' are micro-services involving orchestration, inventory, and controllers responsible for infrastructure, network, and applicati...
Many banks and financial institutions are experimenting with containers in development environments, but when will they move into production? Containers are seen as the key to achieving the ultimate in information technology flexibility and agility. Containers work on both public and private clouds, and make it easy to build and deploy applications. The challenge for regulated industries is the cost and complexity of container security compliance. VM security compliance is already challenging, ...
A strange thing is happening along the way to the Internet of Things, namely far too many devices to work with and manage. It has become clear that we'll need much higher efficiency user experiences that can allow us to more easily and scalably work with the thousands of devices that will soon be in each of our lives. Enter the conversational interface revolution, combining bots we can literally talk with, gesture to, and even direct with our thoughts, with embedded artificial intelligence, wh...
SYS-CON Events announced today that Tintri Inc., a leading producer of VM-aware storage (VAS) for virtualization and cloud environments, will exhibit at the 18th International CloudExpo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, New York, and the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA.