Viking Line

Viking Line commenced its services in 1959. Today, Viking Line owns seven vessels, which sail between the Finnish mainland, Åland and Sweden as well as between Finland and the Baltic states. Operations include passenger services, recreation and cargo carrier services. Viking Line vessels combine the luxury and sumptuousness of cruise ships with high-capacity vehicle decks, thereby meeting the needs of cargo traffic and of tourists who wish to continue their journey by car. Viking Line has 4 offices in Finland, 2 in Åland, 7 in Sweden and 2 in Tallinn.

Viking Line’s main goal to offer customers the best quality of service, and Aastra’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.
Aastra MX-ONE® 3.2 and Solidus eCare® 6.0 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 Aastra MX-ONE® 3.2 and Solidus eCare® 6.0 Contact Centre 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.

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