Contact Center Solutions Featured Article

Avaya Transforms Telekom Serbia's Customer Experience

October 09, 2017

Telekom Serbia announced a dramatically improved its customer service experience, driven by the rollout of an omnichannel customer touchpoint strategy using Avaya technology. The result is the product of a four-year strategic plan designed to achieve results and satisfy over seven million subscribers.

The omnichannel model was put in place to give teams a 360-degree view of users. One source of intelligence can be utilized by approximately 430 agents to access user history and network analytics. The data helps personalize the customer experience and aids in tailoring specific offerings for upselling. As a result, customer satisfaction has increased by 16 percent and FCR went from zero to 32 percent.

“Throughout this strategic transformation project, Avaya has worked closely with Telekom Serbia as a trusted partner – they understood our needs intimately and are committed to delivering a lasting solution, not just a suite of products. Through this partnership, we have been able to achieve results that have exceeded our expectations – and allowed us to exceed our customers’ expectations,” said Dejan Ognjanovic, Customer Care Manager in Telekom Srbija.  

Additional service improvements are evidenced by the operator having doubled its ability to deliver on mobile service SLAs and, notably, abandoned calls have dropped by more than 25 percent by utilizing Avaya’s contact center solutions and skill. Both are key drivers of the increase in CSAT.

“In a competitive telecommunications industry, market leaders like Telekom Serbia are staying one step ahead by providing a differentiated customer experience across its business,” said Nidal Abou-Ltaif, President, Avaya International.

Telekom Serbia is not stopping now that the contact center has the capability to be a moneymaker. It is aiming to change up its digital platforms through AI-powered, voice-driven capabilities, leveraging it relationship with Avaya to further build on its recent successes.

How is your contact center performing? 

Edited by Erik Linask