Home / Cellis improves customer service in Lebanon

Cellis improves customer service in Lebanon

A customer management centre solution from Genesys Telecommunications will drive significant improvements in customer service, says the operator.

The Cellis mobile phone operator in Lebanon is driving improvements in customer service through the creation of a dedicated customer management centre.

Technology from Genesys Telecommunications, a wholly owned subsidiary of Alcatel, will form the core of the centre’s operation.

Genesys' Inbound and Outbound solutions for calls and emails will allow Cellis to establish a personal link with each subscriber thus enhancing its customer services.

"The Genesys solution is a strategic tool that allows contact centre managers to effectively align the calling process with the customer's requirements, thus allowing the company to be in touch with their customers more efficiently," said Alan Barr, Genesys managing director for the Middle East.

The Genesys CTI solution offers the ability to seamlessly deliver both inbound and outbound calls to the agent. The solution regulates outbound call volume based on inbound traffic.

When inbound traffic is low, outbound calls are automatically generated for a specific campaign. When inbound traffic picks up, the dialer dynamically slows the number of outgoing calls to meet the inbound service level.

The result is increased agent productivity, streamlined staffing, improved customer services and the added benefit of cross-trained agents.

Follow us to get the most comprehensive technology news in UAE delivered fresh from our social media accounts on Facebook, Twitter, Youtube, and listen to our Weekly Podcast. Click here to sign up for our weekly newsletter on curated technology news in the Middle East and Worldwide.

REGISTER NOW | Webinar Event | Security you can bank on – Safeguarding the Middle East’s financial sector

Presented in partnership with security and network specialist Cybereason, the second in the three part webinar series will bring together a panel of experts to discuss how banks and financial institutions are evolving their service offering while simultaneously staying one step ahead of the cyber criminals who seek to bring their operations crashing to the ground.