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Etisalat to upgrade contact centre

Etisalat customers calling 101 – the Customer Care Centre – and 181 – the Directory Enquiry service – can expect faster response times and a more personalized service once the upgrade is complete.

Avaya will upgrade Etisalat’s current system with solutions to facilitate customer segmentation and enhance call routing and self service, along with readjusting skill sets to allow agents to be more productive.

Located in Ajman, Etisalat’s toll free 101 Customer Care is a centralised contact centre for all of Etisalat’s services in the UAE. Subscribers can obtain billing and general information as well as receive technical support and report outages for Etisalat’s mobile, landline, Internet, TV and online services. Avaya will enhance 101’s current systems with Communication Manager software, Avaya Voice Portal and interaction management. Voice Portal is an open-standards based platform for automating inbound and outbound voice and video customer care. Voice self-service allows customers to get simple requests taken care of quickly and frees up contact-centre agents to handle more complex issues.

Etisalat’s 181 directory service is a distributed contact centre with agents based in Abu Dhabi, Ajman and Egypt. The directory service allows business and consumer subscribers to access up-to-date information via phone and text message. Avaya will enhance 181’s systems with profile based routing which routes callers to the most suitable agent, thereby reducing call waiting time and increasing customer satisfaction. For Emirati accents, the intelligent system will route the call to an agent based in Abu Dhabi or Ajman only, making the caller feel comfortable speaking to an agent with the same accent.

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