Thai Operator Improves its Call Centers

Avaya says that it has successfully designed and deployed the Avaya Call Centre solution in a US$4 million contract with Thailand's AIS. Avaya was tasked to deliver the full scope of service, from solution design and implementation, through a five year maintenance contract, and since then, AIS has experienced dramatic improvements to call centre efficiency, productivity and customer service standards.

The Avaya team set out to design and implement a call centre platform that met AIS' need for a more robust system, with greater bandwidth to effectively handle consistently large volume of calls. In line with Avaya's partnership approach, the contract also involves a 5-year support and maintenance agreement that will see both AIS and Avaya working closely to fine tune the solution to ensure AIS' business expectations are met.

"Agent efficiency, productivity levels and customer satisfaction have increased significantly, thanks to the Avaya system and we are enjoying business benefits that we did not with the previous system. We have not simply found a contact centre solutions vendor; we have found a true partner in Avaya, which has met our stringent requirements on call processing, routing capabilities, and seamless integration into our existing infrastructure, without compromising service to our over 16 million subscribers. In addition, we also saw in the Avaya solution, an opportunity to scale in order to support the more diversified needs of the Shin Group, of which AIS is a part of. Avaya has surpassed our expectations and we are confident of growing this relationship even further," said Ms. Vilasinee Puddhikarant, Managing Director of Advanced Contact Center (ACC), a wholly-owned AIS subsidiary that operates all its call centers."

Posted to the site on 23rd September 2005