Telekom Serbia Transforms Customer Experience With Avaya

Telekom Serbia, the country's leading communications company, has transformed its customer experience for more than seven million subscribers, after working with Avaya on a four-year strategic plan to integrate different communications touchpoints. Showcasing dramatic results at one of the largest innovation shows, GITEX Technology Week, the operator announced it has doubled its attainment of SLAs on mobile services with almost zero abandoned calls after leveraging Avaya's contact center solutions and expertise.

     (Photo: http://mma.prnewswire.com/media/562934/Avaya_Telekom_Serbia.jpg )

Avaya worked with the operator to implement an omnichannel customer experience model that now links all Telekom Serbia teams with a 360^[o] view of the customer. Approximately 430 contact center 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. This has allowed the operator to increase its customer satisfaction rate by almost 16% and lower abandoned calls for its fixed line and technical support services by over 25%. Moreover, Telekom Serbia delivered first-time resolution to 32% of its customers - up from almost zero in 2013.

"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. Our presence here at GITEX is to demonstrate the benefit we have achieved through this transformation of our customer experience strategy with Avaya," said Dejan Ognjanovic, Customer Care Manager in Telekom Srbija.  

Transforming its contact center from a cost-creator into a profit generator, Telekom Serbia has now set its sights on entering new vertical businesses like Mobile Virtual Banking by enriching its digital platforms with AI-powered, voice-driven capabilities.

"In a competitive telecommunications industry, market leaders like Telekom Serbia are staying one step ahead by providing a differentiated customer experience across its business. Telekom Serbia's proven success demonstrates how leading organizations are using Avaya's open, standards-based approach to customer experience design to integrate emerging technology in today's digital world." Nidal Abou-Ltaif, President, Avaya International.

For more information on Avaya, please visit http://www.avaya.com.