Mobilink dial Avaya to put customers first

Driving customer retention in an increasingly competitive market led the company to look to their track history of successful customer services as an area they could build on to secure their current market leadership position. The company has the largest call center in Pakistan serving customers 24hrs a day. Implementing the Avaya solution enables Mobilink to further deliver enhanced functionality to the call center staff, putting knowledge at their fingertips so they can help customers quickly and efficiently.

At the center of the deal is the Avaya S8700 Media Server, which will support 150 call center agents from the central server across the site Supporting all the functionality of Avaya's leading Communication Manager Solution, the S8700 has higher capacity, scalability, and redundancy options to suit the high volume of a call center. With the largest customer base in Pakistan exceeding 15 million members Mobilink demanded a solution to further optimize their services infrastructure and ability to reach the northern part of the country by introducing the call center operations at Islamabad.

"At Mobilink, we always strive for cutting edge technologies to facilitate our internal clients by providing them with industry leading Information Technology solutions" commented Mr. Tariq Rashid, CIO, Mobilink. "Avaya call center solution, is yet another endeavor, which is completely aligned with, and is a reflection of organization's over all strategy and vision."

"The telecommunications market is growing rapidly in Pakistan, and it is critical for us to ensure that we are providing the highest levels of service to our growing customer base, and presenting the right image to prospective customers," commented Mr. Irfan Akram, Head of Customer Services, Mobilink. "We have a strong ongoing partnership with Avaya and the combination of their expertise in call center solutions as well as their intrinsic understanding of the telecom industry makes their S8700 Media Server the right choice for this upgrade."

Mobilink also chose to deploy Avaya's Call Management System and Interactive Voice Response software to empower their staff to work smarter and faster by directing the customer to specialist departments through automated menus, thereby reducing the time spent on the phone. In addition, Mobilink plans to deploy specialized solutions such as Proactive Management soft Predictive dialer, and Witness Call Recording which also leverages Avaya's expertise in the call center segment.

"The telecommunications sector has experienced rapid growth due to liberalization across the Middle East and North Africa, which has led to an increase in customer service measures designed to improve the customer experience of their cellular provider," said Nidal Abou-Ltaif, managing director, Avaya MENA. "Mobilink has a reputation for efficient customer services, reflected in their position as the undisputed market leaders, and this solution will further help to take their service levels to the next stage."