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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 centres in 3 countries and 10 cities dealing with three different currencies and two time-zones, and needed a more flexible communications system.

Viking Line’s main goal to offer customers the best quality of service, and Mitel’s solution has made this goal possible. The previous system did not meet with today’s requirements of flexible, multimedia solutions: half of the 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 the customer’s and its own needs. One of the most important results in the implementation of the MiVoice MX-ONE and Solidus eCare® is having a single contact centre for 200 agents, operating throughout 15 call centres located in 10 cities of 3 different countries: a WAN/IP based solution which provides benefits for remote working with no geographical limits. 

    Goals
    • More flexible phone service 
    • Prevent loss of phone calls
    Results
    • The new contact centre is more cost effective, flexible and comprehensive 
    • Extensive reporting system 
    • Call back function 
    • The solution is easy to expand and develop according to future needs 

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