Telekom Serbia builds 360-degree view of customers with Avaya

Has worked closely with Avaya to transform its customer service levels from 2013

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Telekom Serbia builds 360-degree view of customers with Avaya Telekom Serbia’s 430 contact centre agents can now tap into a single source of intelligence.
By  Staff Writer Published  October 10, 2017

Telekom Serbia, the country's communications company, has transformed its customer experience, increasing efficiency and improving quality of service, after working with Avaya on a four-year strategic plan to integrate different communications touchpoints.

The operator is showcasing at GITEX Technology Week how it has transformed the level of experience it offers to its more than seven million subscribers by leveraging Avaya's contact centre solutions and expertise.

From 2013, Telekom Serbia has worked closely with Avaya to transform its customer service levels, deliver integrated experiences across all touch-points and provide a 360-degree view of customers. Following a customer experience review of Telekom Serbia's contact centre operations, Avaya's unique discovery process revealed that Telekom Serbia was failing to achieve required customer satisfaction levels.

Avaya worked with the operator to implement an omnichannel customer experience model that now links all Telekom Serbia teams with a 360 degree view of the customer. Approximately 430 contact centre agents at Telekom Serbia can now tap into a single source of intelligence on user history and network analytics, enabling them to proactively tailor offerings for individual subscribers.

Dejan Ognjanovic, customer care manager in Telekom Serbia, says: "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."

Gnjanovic adds that by partnering with Avaya in this way, we have been able to achieve results that have exceeded the company's expectations. "Our presence at GITEX is to demonstrate the benefit we have achieved through this transformation of our customer experience strategy with Avaya," he says.

Nidal Abou-Ltaif, president, Avaya International, says: "In a competitive telecommunications industry, market leaders like Telekom Serbia are staying one step ahead by providing a differentiated customer experience across its business."

Abou-Ltaif adds that at this year's GITEX, visitors can see how companies like Telekom Serbia and others are using Avaya's open, standards-based approach to customer experience design to integrate emerging technology with business applications and infrastructure to drive business success in today's digital world.

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