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2006
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Converged PBX system & Contact Center
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Ericsson MX-ONE, Solidus eCare and IP phones
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Europe
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Finland
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The Finnish Rehab Group Oy owns and manages several high-quality hotels, conference centers and spa hotels. In addition to the renowned Naantali Spa Hotel, the group's Saga Hotels chain also includes other renowned hotels in Europe.
The group aims to constantly improve its efficiency in order to increase its reputation for the highest quality, both in customer service and communications.
Combining the communication activities at the various sites of Rehab Group cost-effectively, without interrupting key activities, set high demands for the new communications system. In order to achieve its goals, Rehab Group has employed advanced technology to develop streamlined corporate communications using the latest IP and contact center solutions from Ericsson.
Rehab Group Oy selected Ericsson MX-ONE™ in combination with its existing MD110 communication system, to move towards cost-efficient IP-based telephony. In addition, an Ericsson Solidus eCare™ contact center solution was deployed, enabling multimedia connection as well as versatile monitoring and reporting features.
Tomi Saari, IT Manager, Rehab Group Oy, outlines the key goals for the project: "The starting point was connectivity with the existing MD110 system, as well as improved customer services. Changing over all 1,500 extensions at once would have been a tall order, the possibility of gradually updating the system makes the practical work easier."
Moving towards IP technology was particularly important as the group is spread over a number of different sites. Ericsson MX-ONE™ provides a solid foundation for the development of new services.
In addition to cost savings, the Rehab Group has been delivered additional functionality using Ericsson's Solidus eCare™ contact center solution.
Tomi Saari sums up the successes of this innovative solutions: "Thanks to Ericsson's solutions, we were able to modernize our communication system, increase the efficiency of our operations and improve our customer service without interrupting critical functions."
Read the Success Story
- English (PDF)
- Finnish (PDF)
