| Snapshot |
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| Saudi Telecom Company (STC) is a telecommunications company based in the Middle East that offers landline, mobile, Internet services, and a host of other services. With a mission to become a customer-focused and competitive organization, it is determined to deliver results that will enable customers to choose it over its competition and enable investors to confidently invest. |
| The Challenge |
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STC 902 (landline services) has three Call Centers in different locations. With more customers relying on multimedia channels to communicate, the organization was looking for a solution that would not only serve its customers via phone, but also through e-mail, and Web (chat) channels. It also wanted an advanced call routing and management system to turn the three Call Centers into a single Call Center.
STC also offers leased circuit services through its 909 division to more than 30,000 customers across the world. As a result of its rapidly growing customer base, STC 909 wanted to upgrade its existing Call Center infrastructure to handle more calls, more efficiently and effectively.
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| The Solution |
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STC 902 and 909's situation was thoroughly analyzed.
For STC 902, a Cisco Intelligent Contact Management (ICM) solution, integrated with Avaya Interaction Center (IC), was customized, and implemented by Servion.
An Interactive Voice Response (IVR) system and Computer Telephony Integration (CTI) were recommended to enhance their responses to customers.
The IVR enables customers with the following:
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New installations, reinstallations, and transfers of phone lines |
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Call barring service |
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Registration of complaints |
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Inquiries |
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Increase or decrease of credit limit |
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Billing and receiving of bills either through fax or e-mail |
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Reactivation services |
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Information on package services |
The CTI solution enables the deployment of a complete network-to-desktop CTI strategy, including comprehensive functionality at the agent's workstation. This delivers a uniquely rich set of data to the organization's business applications, providing enterprise-wide call-event and customer-profile information to a targeted agent's desktop. The system was built with the ability to deliver accurate customer profiles and Contact Center information to the desktop, perform agent-to-agent transfer of call details across multiple sites, and allow selection of best-of-class desktop solutions. This enabled the organization to achieve higher levels of Contact Center efficiency and customer satisfaction.
The addition of an advanced custom developed Arabic outbound option combined with powerful inbound call-handling capabilities allows agents to handle both inbound and outbound contacts, thereby optimizing Contact Center resources.
Servion integrated the organization's telephony infrastructure with Cisco ICM. Cisco ICM segments customers, monitors resource availability, and delivers each contact to the most appropriate resource anywhere in the enterprise through a combination of multi-channel contact management, intelligent routing, and network-to-desktop CTI.
Cisco ICM gives customers the choice to interact with the Contact Center via phone, Web, voice over IP (VoIP), text chat, or e-mail. It also provides centralized management control over customer contacts, allowing users to implement a single set of business rules that uniformly address customer needs independent of contact channel or resource location.
For STC 909, Servion upgraded the existing infrastructure (UCS 1000 IVR, Avaya IC 6.0, and fax application) with Avaya IR, and Avaya IC version 7.0.2. The existing custom developed 'Trouble Ticketing Solution (TTS)' was migrated to Siebel CRM. The Avaya IR and IC solution were seamlessly integrated with the CRM to provide the customer with pending complaint status and docket numbers for fresh complaints.
An e-mail module of Avaya IC was also implemented and configured. These new deployments readied the Call Center to handle and serve a larger customer base.
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| The Result |
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The quick turnaround and handling of customer contacts and inquiries has translated into strengthened customer relationships, and has helped increase Contact Center efficiency. The combination of solutions has provided STC with the tools, visibility, and information to manage the Contact Center efficiently and ensure its quality. The integration of Cisco ICM with the switches has bridged the gap between time-division multiplexing (TDM) and IP infrastructures, providing a seamless integration of voice, chat, e-mail, and Web collaboration applications over both of these technologies.
Says Mr. Abdulaziz Al-Jasser, Project Manager - STC "The solution supports our requirements in a converged network environment and has enabled us to maintain our current investments in Call Center products such as ACDs, IVRs and PBXs."
"Servion´s understanding of our requirements and the application of technology to suit that is very clear. We are happy to do successful business with them and hope to take it to the next level in future"
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