Case Study: Viking Line achieves a unified 15-site, flexible contact centre and improved call handling with Mitel MiVoice MX‑ONE & Solidus eCare®

Viking Line - Customer Case Study

Viking Line, an international shipping company operating seven vessels and offering passenger, recreation and cargo services across Finland, Åland, Sweden and Estonia, runs 15 contact centres in 3 countries and 10 cities, handling three currencies and two time zones. Its legacy phone system could not support flexible, multimedia customer service—half of orders come by phone and half online—leading to missed calls and limited ability to reassign agents as demand shifted.

By implementing MiVoice MX‑ONE with Solidus eCare, Viking Line consolidated all services into a single WAN/IP-based contact centre for 200 agents across the 15 sites. The solution enabled remote working and easy agent relocation between service desks, added call-back functionality and extensive reporting, and delivered a more cost-effective, scalable platform that reduced lost calls and simplified future expansion.

Viking Line

Heli Salonen

Sales Manager