Ericsson Solidus eCare contact center solution now offers SMS and IP media support

Ericsson's Solidus eCare contact center solution now offers support for SMS text messaging and an IP-based media server, along with support for mobility and a range of other productivity-enhancing and cost-saving features.
Press release
May 12, 2005 11:00 (GMT +00:00)
With the addition of SMS support, the latest version of Ericsson's multimedia contact center solution, Solidus eCare 4.1, enables enterprises to add text messaging to their customer communications channels. This opens up new opportunities in areas such as customer support, marketing campaigns, directory and booking applications.

The IP-based media server enables customers to deploy pure software-only solutions, reducing total cost of ownership and simplifying configuration and installation. It also removes the need for special media translation hardware, offering greater flexibility in the location of agents.

Other improvements include: a 30 per cent increase in capacity, enhanced support for e-mail graphics and multi-byte character sets (for example for Chinese and Korean) and enhanced reporting.

"This new release of Solidus eCare addresses some growing market demands," said Staffan Svensson, Vice President, Product Management, Ericsson Enterprise. "Our customers show growing interest in all IP-based contact center solutions with the flexibility to support a range of communications channels to end-customers. We're also providing ever more powerful management and reporting tools to maximize performance."

Solidus eCare operates in conjunction with the latest Ericsson business communication solutions. This means it not only provides full IP contact center capabilities, but also offers remote or roaming agents with full mobile PBX feature transparency through Mobile Extension.  Through its multi-site capabilities and centralized management, Solidus eCare 4.1 enables the creation of distributed contact centers. This supports enterprises' growing requirement to conduct business over multiple and geographically dispersed locations, so that they can reach a broader customer base and reduce the cost of providing the required service levels.

Ericsson is shaping the future of Mobile and Broadband Internet communications through its continuous technology leadership. Providing innovative solutions in more than 140 countries, Ericsson is helping to create the most powerful communication companies in the world.


Marie Elfstrand, Press Manager, Ericsson Enterprise
Phone +46 8 568 67672