Ericsson signs contract for new call center solution with Telefonica
Aug. 3, 1999--Ericsson has signed a strategic contract for its new network-based call center solutions portfolio, Cenaxis, with Spanish operator Telefonica. The contract, valued at $10 million , is another example of Ericsson moving up the value chain, working closely with network operators to introduce new innovative services.
Ericsson will provide Telefonica with a total solution, based on its Cenaxis(TM) 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 Telefonica'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.
Ericsson is a leading provider of call centers, offering both network-based and customer premises-based solutions, which are sold worldwide. Ericsson is the leading provider in the new telecoms world, with communications solutions that combine telecom and datacom technologies with freedom of mobility for the user. With more than 100,000 employees in 140 countries, Ericsson simplifies communications for its customers - network operators, service providers, enterprises and consumers - the world over.
Please visit Ericsson's Press Room at: ericsson.se
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Contact:
KATHY EGAN
GARY PINKHAM
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