Ericsson's solution provides Folksam's 1,160 customer service agents with full, flexible communication capabilities, enabling them to manage calls from any phone or softphone-equipped PC connected to the corporate network at any location. The Solidus eCare solution operates on Ericsson's MD110 Convergence Communication System. Ericsson Mobile Extension also gives 400 employees remote or roaming capabilities. It offers a functionality equivalent to traditional PBX and gives mobile users full access to switchboard services, such as answering services and call forwarding.
"The implementation is a logical step in providing more customer-friendly and efficient service," said Per Ardehed, Manager for Folksam's Contact Center. "This solution will provide us with new opportunities to develop our operations, particularly in customer service and claims settlements. It will contribute to our external efficiency by enhancing customer accessibility and cutting response times."
Folksam has more than 60 offices throughout Sweden, all of which will form part of the new contact center. The Ericsson solution will provide continuous rerouting of call traffic between the offices, according to customer needs and available resources.
The solution allows Folksam to monitor traffic load and allocate resources accordingly. The system also helps Folksam to identify long-term trends and to plan future resources. When fully integrated with MD110, Solidus eCare has the added benefit of redundancy, which guarantees that customer service will not suffer in the event of server problems.