News : Econet Delivers Customer Experience with Avaya Contact Centre Solution
Johannesburg, June 11, 2014 -- Mobile operator Econet Wireless Zimbabwe was faced with a strong need to deliver a superior customer experience across its customer base.
Keeping in touch with subscribers through the medium of their choice requires a contact centre solution, and Econet turned to Jasco Enterprise to deliver the solution to meet this requirements.
"Econet chose to partner with Jasco after following a very rigorous and thorough selection process to identify and choose a reliable systems integrator with a proven project execution and delivery track record in the contact centre industry within the region. Having gone through a smooth implementation phase we realised that we made the right choice in partnering with them," says Stanley Henning, Econet's Chief Commercial and Customer Services Officer.
"The Avaya solution delivers a seamless experience for voice, e-mail and social media, allowing customers to interact with Econet through a variety of channels to connect on their terms and choose the medium that suits their needs. The solution also enables Econet to be more agile in their response to customers, and to take advantage of enhanced reporting and workforce management capabilities, delivering improved customer service," explains Danny Ross, General Manager: Africa at Jasco Enterprise.
In addition to the Avaya technology, Jasco also provided the required desktop computers, cabling, equipment racks, furniture and professional services to complete the contact centre. Jasco's services included integration, implementation and ongoing support and maintenance. Phase one of the project involved the initial contact centre implementation, while phase two consisted of the onboarding of additional agents.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Agents Are Still Important!
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Avaya is a recognized innovator, leading business communications for the digital age. Avaya delivers smart global solutions and technologies for customer and team engagement, unified communications and collaboration, contact center and customer experience management, and networking. We provide related services to large enterprises, midmarket companies, small businesses, and government organizations around the world.
About Econet Wireless:
Mobile Telecommunication Operator
Published: Thursday, June 12, 2014