Avaya said Telekom Serbia has doubled its attainment of SLAs on mobile services with almost zero abandoned calls after leveraging Avaya’s contact center solutions.
Telekom Serbia – at GITEX Technology Week in Dubai – said that it has transformed its customer experience for more than 7 million subscribers, after working with Avaya on a four-year strategic plan to integrate different communications touchpoints.
Avaya worked with Telekom Serbia to implement an omnichannel customer experience model that now links all Telekom Serbia teams with a 360 degree view of the customer.
Avaya said 430 contact center agents at Telekom Serbia can tap into a single source of intelligence on user-history and network analytics, enabling them to proactively tailor offerings for individual subscribers.
Telekom Serbia increased its customer satisfaction rate by almost 16 percent and lower abandoned calls for its fixed line and technical support services by over 25 percent. Telekom Serbia delivered first-time resolution to 32 percent of its customers – up from almost zero in 2013.
“We achieved results that have exceeded our expectations and allowed us to exceed our customers’ expectations,” said Dejan Ognjanovic, customer care manager in Telekom Serbia.
Transforming its contact center from a cost-creator into a profit generator, Telekom Serbia has now set its sights on entering new vertical businesses like Mobile Virtual Banking by enriching its digital platforms with AI-powered, voice-driven capabilities.
“Telekom Serbia’s success demonstrates how organizations are using Avaya’s open approach to customer experience design to integrate emerging technology in today’s digital world,” Nidal Abou-Ltaif, president of Avaya International.
