DUBAI, November 28, 2012 /PRNewswire - MySolutionInfo/ -- Aastra, a leading company at the forefront of the enterprise communication market, has added social media as one of the channels available in its all-in-one contact centre.

Solidus eCare [http://www.aastra.com/solidus-ecare-contact-center.htm ] can now easily be integrated with social media. It empowers contact centre agents to communicate with customers via Twitter, Facebook or LinkedIn, complementing the other multimedia options they have at their disposal such as email, Instant Messaging, SMS and telephone.

According to Krishna Baidya, Industry Manager, ICT Practice from Frost & Sullivan, "Social media is rapidly emerging as the next big frontier for customer engagement and interaction. Contact centres can benefit by using it in many ways - to engage customers, improve collaboration and deliver improved customer experience."

Social media integration with Solidus eCare is simple. The new Open Media Connect provides smooth and instant integration with popular social media sites. As social media is fully integrated into the contact centre, companies will benefit from advanced, real-time reporting and analytics from their social media interaction to gain a thorough insight into customer requirements and agents' responses.

Open Media Connect's easy-to-use APIs (Application Programming Interfaces) and support for open standards also make possible a seamless integration with Customer Relationship Management (CRM), Workforce Management (WFM) and Enterprise Resource Planning (ERP) applications to offer total-solution services.

Bo Stenlund, Head of R&D for Solidus eCare from Aastra comments, "The new release of Solidus eCare enables contact centre staff to engage in the most effective way with customers, whether they wish to communicate using social media or more traditional channels. Social media is shifting the way the people communicate and, by fully integrating social media into a contact centre, businesses can improve customer interaction as well as customer satisfaction."

Other key features added to the new version of Aastra's Solidus eCare include:
- New Personal Call Routing
- Improved outbound capabilities
- New UC desktop client - BluStar Agent
- Full support for virtualisation, including High Availability and Fault Tolerance
- Smartphone app enabling managers to view contact centre status updates from wherever they are
- New web portal with ready-to-use scripts (for the IVR, emergency notifications...).

Solidus eCare is a fully integrated contact solution with a low Total Cost of Ownership. Available globally, Solidus eCare provides all contact centre needs such as multi media support, IP enabled, mobility for agents, virtual contact centre for distributed sites and also multi-tenanting. Solidus eCare(TM) can scale for businesses with up to 12,000 agents and handle 400,000 calls per hour and supports a multitude of languages including Arabic.

Open Media Connect is available with Solidus eCare release 8.1 from November 2012.

For further information, visit
http://www.aastra.com/solidus-ecare-contact-center.htm