From The Sip Trunking Experts

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 SIP Trunking Home's Homepage ]

Subscribe here for your FREE
SIP TRUNKING enewslettter.

Featured Partner

Featured Whitepapers

SIP Security for the Enterprise
Voice over IP (VoIP) is incorporated into a variety of computer networks, both public and private, and used for everyday transactions and communications among carriers, businesses, government agencies...

Voice-Optimized Network Delivers Premier Call Experience
Customers equate call quality with business quality. Real-time communication, interpersonal interaction, and the cordial tone of a call center representative can create a positive impression of your business that no email can match.

Featured Datasheets

Ingate SIParator E-SBCs
Adopting SIP is a simple process with the Ingate SIParator, the secure enterprise session border controller (E-SBC). The SIParator makes secure SIP communications - including VoIP,SIP trunking and more - possible while working seamlessly with your existing network firewall.

Ingate Firewalls
Everyone is talking about enterprise usage of VoIP, instant messaging and other types of realtime communications including presence and conferencing.

SIP Trunk Solutions for Service Providers
The award-winning Ingate Firewall and Ingate SIParator deliver a high quality, reliable SIP trunk connection between the customer's IP-PBX and the service provider network, and solve interoperability issues to simplify deployments and support for remote diagnosis of reported issues.

Featured Case Studies

Case Study - Haiti
With this solution our doctors were able to reach anywhere in the world quickly and easily, to get consults from colleagues, facilitate treatment, order supplies 'on the fly' and also help victims report back to families. The solution from Business Mobility Systems and Ingate worked immediately.

Case Study - Turkish Petroleum
"With one Ingate at the customer headquarters, all of their remote workers can enjoy the benefits of Turkish Petroleum's IP-PBX from anywhere in the world.

Case Study - GCM
"The Ingate solution overcomes the NAT traversal hurdle and makes it possible to connect customers to our VoIP service, without the need of costly leased lines or support intensive VPN tunnels.

Case Study - Kool Smiles
"Ingate's solutions provide the advanced level of security necessary for this medical environment and the tools to make the interface to the service provider hassle-free."

Case Study - NMSAS
"This solution really saved the day for us," said Paul Mercier, IT Administrator, NMSAS. "We needed to leverage SIP trunks to reduce costs, and they had to work with our existing Microsoft OCS investment."

Discover Leisure Connects Remote Users to its IP-PBX
Discover Leisure is one of the largest resellers of caravans and motor homes in the UK. With 15 branch of?

Featured eBOOKS

Internet+: The Way Toward Global Unified Communication
Connecting the telephony of the enterprise PBX or Unified Communications (UC) system using SIP trunks instead of conventional telephone lines has been very successful in recent years.

What is SIP Trunking? Edition 2
SIP trunking is becoming more of a focus for service providers. One key issue many service providers face when deploying SIP trunks is NAT, or Network Address Translation, traversal.

What is SIP Trunking? Edition 1
A vast resource for information about all things SIP - including SIP, security, VoIP, SIP trunking and Unified Communications.

Featured Videos

E-SBCs AS The Demarcation Point:
Ingate's Steve Johnson talks to Erik Linask about the role session border controller plays as the demarcation point at...

Demystifying DPI
How can deep packet inspection protect your SIP traffic as well as your entire network?

Featured Resources

What's New

Presenting the New Ingate/Intertex Website:
Internet+ is an extended Internet access allowing high quality SIP (Session Initiation Protocol) based real-time person-to-person communication, everywhere and for any application. It applies to both fixed and mobile networks ...

Featured Blogs

Featured Webinars

Secure SIP Trunking:
What You Need to Know

Successfully Deploying Enterprise SIP Trunking:
Tools and Techniques for Overcoming Common Roadblocks

Featured Podcasts

Getting the Most Out of Your SIP Trunks:
Ingate's Steve Johnson and TMC's Erik Linask discuss how best practices forgetting the most out of SIP Trunking services and common pitfalls to avoid.