October 9 (SeeNews) - US-based customer relationship management software developer Avaya said on Monday that Serbian state-controlled Telekom Srbija plans to introduce Mobile Virtual Banking services by using the technology platform of Avaya.
Customers will soon be able to manage all their banking needs through a dedicated mobile app that includes self-service options, text and video chat, and collaborative document creation, Avaya said in a statement. With its business applications and contact centre already integrated, virtual banking agents will have a complete view of each customer, enabling them to deliver the right experience from day one.
Under its strategic partnership deal with Avaya, Telekom Srbija has lifted its customer satisfaction rate by almost 16%, doubled its service-level agreements (SLAs) on mobile services with almost zero abandoned calls, and lowered abandoned calls for fixed line and technical support services by over 25% in four years. Moreover, Telekom Serbia delivered first-time resolution to 32% of its customers, Avaya said.
Avaya has been working with Telekom Srbija since 2013 to transform the telco's customer service levels, deliver integrated experiences across all touch-points and provide a 360-degree view of customers.
The two companies implemented an omnichannel customer experience model that now links all Telekom Srbija teams. Approximately 430 contact centre agents at Telekom Srbija can now tap into a single source of intelligence on user history and network analytics, transforming the activity into a generator of profit, Avaya said.
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