ALE and NEDECO enable virtual call centre for Epic in Cyprus

Nicosia, Cyprus and Paris, France, 1 September 2020 – Epic, one of the largest telecommunication providers in Cyprus, invested in a remote customer service solution to respond to the new conditions and requirements that emerged amid the global health crisis. They selected NEDECO Electronics Ltd to implement a business continuity solution to ensure employee productivity and safety, while safeguarding the company’s relationship with its clients. NEDECO Electronics Ltd is an authorised importer and reseller of Alcatel-Lucent Enterprise telecommunications solutions in Cyprus. Alcatel-Lucent Enterprise is a leading provider of communications, networking and cloud solutions tailored to customers’ industries.

NEDECO Electronics Ltd installed the Alcatel-Lucent IP Desktop Softphone application on the computers of Epic’s entire call centre staff, providing access to a virtual phone (softphone) on their computer screens. The installation of the virtual phone allowed over 70 employees to continue to work from home without interruption, enabling them to communicate closely and effectively with the company’s customers. The solution ensured that Epic call centre employees delivered the same level of service throughout the crisis.

“Alcatel-Lucent Enterprise and our Business Partners have been in a unique position to support our customers during these challenging times by providing solutions that ensure continuity of services while keeping teams safe”, said Astrid Savorani, VP Sales South Europe at Alcatel-Lucent Enterprise.

The Alcatel-Lucent IP Desktop Softphone application is a VoIP (Voice over Internet) phone that allows the user to receive and make calls using the internet and VoIP technology. One of the major advantages of VoIP telephony is that it helps companies significantly reduce their telecommunications costs.

The General Manager of NEDECO Electronics Ltd, Loukianos Raftis, highlighted the fact that the health crisis has sped up the digital transformation of companies, making it crucial to adopt new practices and technologies to support remote working and ensure the uninterrupted continuity of operations: "Demand for internet phone call applications has grown significantly in recent months, as they can safeguard high-quality customer service, even in remote working arrangements, while offering a high level of security", he said.