Real Time Communications Industry News

TMCNet:  Make the Enterprise Wide Contact Center a Reality with Aastra Personal Call Routing: Avis Mobilizes Experts Beyond the Contact Center to Best Serve Customers across Scandinavia

[December 10, 2012]

Make the Enterprise Wide Contact Center a Reality with Aastra Personal Call Routing: Avis Mobilizes Experts Beyond the Contact Center to Best Serve Customers across Scandinavia

Dallas, TX, Dec 10, 2012 ( via COMTEX) -- Aastra, a leading company at the forefront of the enterprise communication market, has added a new Personal Call Routing feature to Solidus eCare(TM), its all-in-one contact center.

Companies often have to respond to significantly higher volumes of calls or inbound inquiries that can be seasonal or limited during certain times of the day. While Solidus eCare's built-in auto-attendant and Interactive Voice Response automate the most repetitive, routine tasks to free up staff for more specialized queries, another cost effective way of tackling such a challenge is extending the boundaries of the traditional contact center by adding experts as virtual contact center agents during peak periods.

The new Personal Call Routing feature allows specialists from across an organization to assist as contact center agents, while still prioritizing incoming calls that are important to them. For example, a sales representative in a retail business can work as an agent but can prioritize contact with key account customers who call on the direct line.

Solidus eCare's other strengths in terms of integrated mobility, skill-based routing, and Unified Communications with the BluStar(TM) agent offer the required features and flexibility needed to implement an "enterprise wide contact center" and bring knowledge workers into the contact center.

Implementing an enterprise wide contact center can save a significant amount of money, negating the need to recruit and train additional contact center employees, as global car rental company Avis discovered when faced with the prospect of recruiting an additional 300 contact center agents in Sweden.

Until recently Avis had a central contact center in Gothenburg, Sweden which managed all rental car bookings across Scandinavia. Due to business growth, call waiting times and the number of abandoned calls had increased significantly but the organization did not want to hire more contact center staff. Instead, working with Aastra, they added hundreds of virtual contact center agents - all existing employees from across the region with the right profile to handle customer inquiries and bookings. As a result, without recruiting any more staff, the number of abandoned calls was reduced by more than 95% and revenue increased by 15% during Avis' prime season.

Bo Stenlund, Head of R&D for Solidus eCare from Aastra comments, "The new release puts Solidus eCare at the heart of an organization, creating a very dynamic and powerful platform, making it even easier to manage time, people and costs. As companies look to improve customer service levels, mobilizing the right resources internally can bring significant benefits. The new Personal Call Routing ensures that the wider needs are not fulfilled at the expense of other requirements." For further information, visit To read the Avis case study, please visit: id=242 #### About Aastra USA Aastra USA Inc. is the US business unit of Aastra Technologies Limited, a 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. 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 IP telephony and 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, integrated mobility, call center solutions to a wide selection of terminals. With a strong focus on open standards, Aastra enables enterprises to communicate and collaborate more efficiently. For additional information on Aastra, visit our website at Read the full story at

[ Back To Real Time Communications's Homepage ]

Featured Videos

GenView Real Time Session Manager Demo

Session-based VoIP and rich media services such as video can place unique demands on the network.


Contact GENBAND about the SPiDRâ„¢ WebRTC Gateway by clicking here.

A videoconference that calls you

On the busiest of days, who has time to stop and search for that bridge information, to have to dial or hope the link works...only to wait for the chairperson to arrive?

Call Grabber Demo

Move calls seamlessly between phones, soft clients and mobile devices at the push of a button.

Hosted Unified Communications

GENBAND's Hosted Unified Communications is a SMART OFFICE™ solution that enables voice over broadband to Business users, providing flexible migration from legacy services, supporting full regulatory features, and offering advanced services.

Featured Whitepapers

Is Your Network Ready for the Internet of Everything?

The telephone industry is undergoing a dramatic transformation that began with the introduction of IP-based data networks in the early 1990s and then with Voice over Internet Protocol (VoIP) in the late 1990s, and it now includes all forms ofvoice, video, and messaging communications.

Building a Secure and Scalable Multimedia IP Exchange

As fixed and mobile operators increasingly move to IP-based networks, the complexity required to interconnect these networks grows dramatically. Faced with increasing competition from all corners and constant challenge to grow revenues, operators are struggling with the variety and disparities in partner and customer networks.

How Carriers Can Optimize for LTE Roaming

Connectivity between mobile network operators (MNO) in 4G LTE is much more complex than it was in legacy networks.This complexity is primarily due to the change in focus. LTE is not a voice-focused roaming environment, but rather a datacentric environment.

Featured Case Studies

CASE STUDY: Real Time Communications Made Easy Via The Mobile Web

HubRTC offers the world's first WebRTC communication as a service to small and medium businesses, combining browser-based voice, video and messaging over WiFi that works on personal computers and Android smartphones and tablets. Their basic and premium solutions work with existing PBX applications servers, and support rich feature sets including voice mail and visual voice mail, audio and video conferencing, all for a fraction of the cost of old fashioned "phone systems." They have combined their Real Time Communications experts with software, devices and accessories, and cloud platforms to deliver a true office-on-the-run.

CASE STUDY: TW Telecom Accelerates Market Adoption of SIP Trunking Services

tw telecom is one of the top three largest providers of Business Ethernet in the US, connecting approximately 20,000 commercial buildings and third-party data centers to its national fiber network.

CASE STUDY: Embedding Real-Time Communications Into Digital Interactive Publishing Platforms

X-Factor Communications (XFC) is a premium provider of easy-to-use, interactive digital media software and services delivering single point publishing of Mass Notifications, advisories, emergency messages, rich informational content and advertising to any connected device.

Featured Webinars

WebRTC Applications for Service Providers using GENBAND'S SPiDR Gateway

GENBAND's SPiDR WebRTC Gateway provides an intelligent bridge between SIP/IMS based VoIP networks and the open ecosystem of the Internet. WebRTC holds great promise to revolutionize the nature of our daily communications. But what should you, as a service provider, be doing today to take advantage of this movement?

Best Practices in Deploying Hosted IP Telephony

Speaker: Sara Hughes and Mitch Layman

LTE, How Can You Accelerate The Payback? Diameter Signaling Controller

Speaker: Ashish Jain - Director Solutions Marketing