Gartner Research

Ericsson Solidus eCare

Published: 12 March 2001

ID: G0096477

Analyst(s): Nathalie Alonso

Summary

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.

Table Of Contents
  • Corporate Headquarters
  • Overview
    • Media Routing
    • Pre-Termination Step
    • Post-Termination Step
    • Networking
    • Agent Applications
    • Management Applications
    • Customer Self-Service Applications
    • Future Developments
  • Analysis
  • Pricing
    • GSA Pricing
  • Competitors
  • Strengths
  • Limitations
  • Insight

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