Call centers in Azerbaijan have a new option for quality, thanks to a partnership announced today. Business communications giant, Avaya says that Azercell Telecom, a large mobile operator in Azerbaijan and part of TeliaSonera, has received an international certificate of compliance for its contact center. The certificate, awarded on the basis of the contact center meeting EN 15 838 requirements, guarantees the highest level of customer service, reliability and cost-effectiveness, said the two companies.
Azercell is the first company in the TeliaSonera Group and the only company in the CIS (Commonwealth of Independent States, of which Azerbaijan is a part) region to have met the EN 15 838 standard. To achieve the standard, companies must undergo an audit by the International Institute for Certification of Contact Point (International Contact Center Certification Institute - ICCCI), an independent organization that evaluates call center service quality.
The relationship between Avaya and Azercell is not new: the former has been delivering contact center solutions to the latter since 2003, with integration and support provided by Avaya Gold Partner, R.I.S.K. In addition to the coveted certification, Azercell was recognized for its outstanding contact center operations at the Call Center World Forum 2012, which was held in Moscow.
“This certification achievement is a great example of the quality of our products and solutions and our contact center expertise,” said George Sanadze, Avaya's Technical Director in Russia and CIS in a press release. “This announcement highlights Avaya's commitment to bringing 'The Power of We' to every Avaya customer to help drive faster collaboration, smarter decisions and better business results,” he added.
“We're one of the only companies to truly recognize the need for professional contact centers and over the past 15 years, we've invested in technical solutions from Avaya working in partnership with R.I.S.K.,” said Sabina Zamanova, head of communications for Azercell. “Meeting the requirements of the European standard is a true testament of our continued commitment to providing quality customer service worldwide,” she said.