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Avaya Contact Center Solutions Garner Ventelo an Award for Best Customer Service
Company Also Awarded Top Prize for Best Call Center During Call Center 2009
| Source: Avaya Inc.
OSLO, NORWAY--(Marketwire - June 15, 2009) - Ventelo, a telecommunications service provider
offering broadband, fixed and mobile services in Norway, has won the
prestigious title of providing the best customer service in the country,
per an independent survey of 56 companies across nine industries. The
results of the survey were announced during Call Center 2009 held recently
in Oslo.
A comprehensive test was conducted by an independent company that made
multiple calls to various call centers and tabulated the results using
various criteria such as rapid response, expertise, courtesy and ability to
create a good customer experience. Ventelo scored the highest on all
criteria achieving a total of 86.7 points. By contrast, the lowest score of
all companies tested was 47.1 points.
"A few years ago we embarked on an ambitious plan to provide the best
customer service in Norway. In order to achieve this, we knew that we
needed the best technology available to not only improve response time, but
also integrate our various systems and reporting tools that contribute to
providing superior service," said Kamilla Sharma, director of customer
service for Ventelo.
Avaya Communication Manager and Avaya Interaction Center provide Ventelo a
single platform for the company's telephony and contact center needs. The
Avaya system automates all customer inquiries and uses Ventelo's own
network to route calls and produce consistent reporting across the company.
The company has reduced call waiting times by half and enables more
personalized interactions with customers by automatically providing agents
with all the customer details necessary to attend to each call effectively.
In addition, Avaya Interaction Center enables Ventelo to assign case
numbers to all e-mails which further improves response time. Another key
feature of the Avaya contact center solution is a call back option that
informs customers of estimated wait times and allows them to schedule a
call back time or opt for an immediate call back. Contact Center agents
can see the messages left by the caller on their screens in order to
improve the efficiency of the call back.
As part of Avaya's beta software program, Ventelo has evaluated the newest
version of Interaction Center, which was just released. The new software
includes key updates like configuration accelerator tools, e-mail and Web
server clustering, and "out of the box" Web services integration that will
further reduce ownership costs and simplify delivery of consistent
multi-channel customer care.
"Ventelo's initial investment in Avaya technology provided an ROI in just
eight months," said Ole Mygind, managing director of Avaya Norway. "The
combination of Avaya's contact center solutions, along with expert
recommendations from our professional services, have enabled Ventelo to
improve customer service with fewer people and much greater efficiency."
About Avaya
Avaya is a global leader in enterprise communications systems. The company
provides unified communications, contact centers, and related
services directly and through its channel
partners to leading businesses and organizations around the
world. Enterprises of all sizes depend on Avaya for state-of-the-art
communications that improve efficiency, collaboration, customer service and
competitiveness. For more information please visit www.avaya.com.