Mobilink Dial Avaya to put customers first
LAHORE, June 06 2006: Mobilink, Pakistan’s favourite cellular service, May 05 announced their intention to implement a complete Avaya solution at one of their contact centre sites in Islamabad. Driving customer retention in an increasingly competitive market led the company to look to their track history of successful customer services as an area they could build on to secure their current market leadership position. The company has the largest call centre in Pakistan serving customers 24 hours a day. Implementing the A vaya solution enables Mobilink to further deliver enhanced functionality to the call centre staff, putting knowledge at their fingertips so they can help customers quickly and efficiently.
At the centre of the deal is the A vaya S 8700 Media Server, which will support 150 call centre agents from the central server across the site supporting all the functionality of A vaya’ s leading Communication Manager Solution, theS8700 has higher capacity, scalability, and redundancy options to suit the high volume of a call centre. With the largest customer base in Pakistan exceeding 15 million members Mobilink demanded a solution to further optimize their services infrastructure and ability to reach the northern part of the country by introducing the call centre operations at Islamabad.
“At Mobilink, we always strive for cutting edge technologies to facilitate our internal clients by providing them with industry leading Information Technology solutions” commented CIO, Mobilink, and Tariq Rashid. “Avaya call centre solution is yet another endeavor, which is completely aligned with, and is a reflection of organization’s over all strategy and vision.”
“The telecommunications market is growing rapidly in Pakistan, and it is critical for us to ensure that we are providing the highest levels of service to our growing customer base, and presenting the right image to prospective customers,” commented Irfan Akram, Head of Customer Services, Mobilink. “We have a strong ongoing partnership with A vaya and the combination of their expertise in call centre solutions as well as their intrinsic understanding of the telecom industry makes their S8700 Media Server the right choice for this upgrade.”
Mobilink also chose to deploy Avaya’s Call Management System and Interactive Voice Response software to empower their staff to work smarter and faster by directing the customer to specialist departments through automated menus, thereby reducing the time spent on the phone. In addition, Mobilink plans to deploy specialized solutions such as Proactive Management soft Predictive dialer, and Witness Call Recording which also leverages A vaya’ s expertise in the call center segment.
“The telecommunications sector has experienced rapid growth due to liberalisation across the Middle East and North Africa, which has led to an increase in customer service measures designed to improve the customer experience of their cellular provider,” said Nidal Abou-Ltaif, managing director,’ Avaya MENA. “Mobilink has a reputation for efficient customer services, reflected in their position as the undisputed market leaders, and this solution will further help to take their service levels to the next stage.”
A vaya Inc. designs, builds and manages communications networks for more than million businesses worldwide, including over 90 percent of the FORTUNE 500. Focused on businesses large to small, Avaya is a world leader in secure and reliable Internet Protocol (IP) telephony systems and communications software applications and services.
Driving the convergence of voice and data communications with business applications – and distinguished by comprehensive worldwide services -Avaya helps customers leverage existing and new networks to achieve superior business results.
Source: The Nation
Date:6/6/2006
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