Wicom Announces VoIP Contact Center Contract

Wicom Communications, a vendor of all-IP contact center products and VoIP enterprise telephony software for fixed and wireless network environments, has announced that Finland's mutual employment pension company Pension Fennia (Eläke-Fennia) has deployed a new all-IP enterprise telephony and contact center product based on Wicom CSS software to replace its traditional PBX telephone system.

"The Wicom product routes calls automatically to the available and appropriate person. This improves customer service and reduces the amount of time spent on redirecting calls," said Pension Fennia Director, Mr. Sakari Kalske. "With the system, we are also able to answer calls more quickly. Our employees can now use all directory and other services irrespective of time and place on any terminal, including mobile phones."

Pension Fennia is a mutual employment pension company that takes care of pension cover of employees and entrepreneurs. The new communication product provides IP technology based communication tools for all Pension Fennia employees. Almost half of the users use the product mainly with a Nokia (News - Alert) smartphone.

A couple days ago Wicom announced that Gartner Inc. has positioned Wicom in the Visionaries quadrant of its recent report "Magic Quadrant for Contact Center Infrastructure, EMEA."

According to Gartner, the market for contact center infrastructure is maturing. During the next three years, the functional differences between the products offered will erode, and differentiation between vendors will no longer be characterized by product technology but by the degree and nature of application integration -- the quality of service and support, ease of multichannel solutions management and sourcing contract flexibility.

Companies designated "visionaries" demonstrate "a clear understanding of the contact center market and provide key elements of innovation, illustrative of the future of the market," according to Gartner.

"The service model frees resources from system administration and enables us to focus on business related usage. We pay only for actual expenditures, so use is cost effective. In addition to improving customer service and other communication, the system provides us with advanced reporting and other tools, as well as a future proof technology platform.

We would not have accomplished this with traditional telephone technology," Kalske commented.

"The new system improving connectibility, customer service and cost efficiency frees Pension Fennia from dependency on specific operators, work locations and terminals. As Pension Fennia has, numerous leading organizations have seen the benefits that tailored IP products bring to business. The demand for operator independent IP telephone systems is clearly on the rise," says Ilkka Kivimäki, President and CEO, Wicom Communications.

David Sims is contributing editor for TMCnet. For more articles please visit David Sims' columnist page.

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