Ericsson signs contract for new call center solution with Telefónica
| Ericsson has signed a
strategic contract for its new network-based call center
solutions portfolio, Cenaxis, with Spanish operator Telefónica. The contract, valued at USD 10 million (SEK 830 million), is another example of Ericsson moving up the value chain, working closely with network operators to introduce new innovative services.
Ericsson will provide Telefónica with a total solution, based on its TM Cenaxis portfolio. The portfolio includes the network integrated Customer Interaction Platform, which enables a wide range of customer interaction services -- and provides virtual call center functionality from the network.
The contract includes providing 1,800 agent positions distributed over six sites, linked to Telefónica's Directory Assistance service.
Cenaxis is an Ericsson total solutions portfolio for network-based customer interaction. It is especially designed to meet the new needs of network operators, service providers and their business customers, such as multimedia interaction and business specific services.
The new product portfolio can be implemented in all public networks - fixed and mobile, IP-networks, Internet and extranets. Intelligent Networks (IN) and non-IN. It enables network operators and service providers to offer enterprises a tool for increased levels of flexible customer service.
Operators and service providers can benefit from the potential to provide new services to their business customers, such as outsourced call center capabilities, whilst at the same time using the same network-based call center functionality to address their own customer service needs and improve its business and competitiveness.
"There has been a shift in the way companies are seeking to expand, retain and penetrate their customer base. Human contact is a key element in the dialogue with current and potential customers. Cenaxis, with its ability to work over all networks, efficiently delivers this," says Julio Bran-Melendez, Director, Value-Added Services, Ericsson Network Operators and Service Providers. |