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viking line

Viking Line is an international shipping company that offers passenger services, recreation and cargo carrier services. The company has a total of 15 contact centers in three countries and ten cities dealing with three different currencies and two time-zones, and needed a more flexible communications system that would better connect each contact center.

Viking Line’s previous system did not meet their need for flexible, multimedia solutions: half of their orders are processed by phone, while the other half is processed via the Internet. While serving customers on the phone, Viking Line agents also offer other services. 
 
MiVoice MX-ONE and Solidus eCare® were jointly implemented, making it possible to concentrate all services under one solution. Now that technology no longer limits their services, Viking Line can direct operations according to customers' needs, as well as their own. One of the most important results of the implementation is having a single contact center for 200 agents: a WAN/IP based solution that provides benefits for remote working with no geographical limits. 

    Goals
    • Gain a more flexible phone service to improve scalability, productivity and the customer experience 
    Results
    • The new contact center is more cost effective, flexible and comprehensive 
    • Extensive reporting system now in place
    • New call back function 
    • Easy to expand and develop according to future needs 

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