The Conference agenda comprised not only presentations of different call center solutions but was also an opportunity for customers to inform the public about the success stories proving the concrete business benefits brought by the state of the art call centers. Miroslav Martinčić, Solution Manager for call centers in Ericsson Nikola Tesla presented the Ericsson Solidus eCare solution - a multimedia call center based on the Ericsson systems MD110, MX-ONE™ Telephony Switch and MX-ONE™ Telephony Server. This solution is fully IP supported. The additional value of the Mobile User functionality for remote and mobile agents equips this solution with full spectrum of PBX functionalities. One of the characteristics of this solution is that besides the voice communication with clients it enables the communication via e-mail, web, SMS and fax. Solidus eCare supports different types of agent terminals, ranging from wireline to wireless IP based softswitches to the mobile phones. This solution is easy to implement and it can easily and efficiently be integrated with other business applications, such as Customer Relationship Management, Workforce Management and Enterprise Resource Planning. Ericsson Nikola Tesla and the corporation Ericsson have a big experience in the implementation of this multimedia call center in business environment of different globally renowned enterprises. The presentation delivered by Miroslav Martinčić was followed by the lecture given by Damir Dobrinić, the Croatian Post marketing director about the implementation of the Solidus eCare solution in his company and the business benefits therein acquired. Mr. Dobrinić pointed out that they were extremely satisfied by the Ericsson solution that supports increased operational efficiency and customer satisfaction.
