See II.2.4

SWDE's telephony is currently based on an Mx-One exchange and the Solidus solution for its call center.

A strong integration between Solidus and SAP's CRM is made, so that SAP serves as the main interface for agents, who use telephony via SOLIDUS installed in the backend. All the functionalities of SOLIDUS are sent back to the SAP interface, which is the main working tool for agents. The SOLIDUS interface is only used when SAP functionality is lost.

A gradual migration from the Mx-One to the Microsoft Teams application via the use of SBC audiocodes is underway.

SWDE wants to set up a new managed services contract for licensing, maintenance and support of the existing solution so that it can meet expectations in terms of reporting and evolution towards new modes of communication.

In this context, SWDE seeks to perpetuate its current solution in order to ensure and improve the complete and intuitive management of interactions (calls, e-service, letters, emails, forms) within its contact center.