Luottokunta, Finland's nationwide credit card service company, has implemented a Wicom contact centre solution.
Wicom Communications provides all-IP contact centre solutions and VoIP enterprise telephony software for fixed and wireless network environments, and has equipped Luottokunta with a fully redundant architecture that ensures the continuity of Luottokunta's customer service during emergencies. The solution was implemented by Wicom subsidiary Merlin Systems.
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"High-quality 24-hour telephone service is a key component of our international payment and credit card services. We receive 1.5 million calls every year, ranging from reports of lost cards and requests for revocations from cardholders, to card authorisation services for merchants and general customer service contacts.
"These services must be reliable under all conditions, and the robustness of Wicom's software was an essential criterion in our choice of system," said Luottokunta deputy managing director Petri Carpén.
The hosted contact centre solution was implemented in December 2004. The system replaces Luottokunta's traditional PBX system and covers the company's entire staff. The system has a redundant, fail-safe hardware architecture that is duplicated at two separate locations.