Published: 12 March 2001
Analyst(s): Nathalie Alonso
Ericsson Solidus eCare is a server-based customer contact center solution. It is targeted at middle and large enterprises, interacts with the Ericsson MD110 PBX system, and combines voice and Web-based technologies. The solution consists of software applications focused on the agent, management, and customer self-services. It offers skill- and profile-based routing capabilities for multichannel interactions, interactive voice response (IVR), and mobile technology for agents. Self-services are offered through Virtual Agents using a customer Knowledge Base. It provides real-time and historical reporting as well as single point of entry management.
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