Sri Lanka Telecom PLC

100-2,499 Employees
Customer Engagement

Today’s customer relationships are ongoing conversations that unfold across time and channels. Phone, video, email, chat, social: It’s all one integrated omnichannel now. Done right, seamless execution pays off in increased revenue and higher lifetime value of customers. Our customer engagement solutions make it possible. 

Team Engagement

Team engagement is the magic that happens when everyone in your workforce is connected effortlessly to the mission, to each other and to customers. When it works you feel it in your culture and on your balance sheet—and your customers feel it most. Barriers disappear. Productivity rises. Our team engagement solutions get you there.

“The Avaya solution is facilitating the delivery of reliable services through our island-wide ICT infrastructure.” 

—Eng. Denuwan Prasanna, Project Manager, SLT

Benefits

Increased Productivity
Improved Customer Service

AVAYA IP OFFICE HELPS SRI LANKA’S NATIONAL TELECOMMUNICATION PROVIDER CONNECT WITH ITS CUSTOMERS

Sri Lanka Telecom PLC (SLT) is a telecommunications service provider in Sri Lanka and one of the country’s largest blue chip companies. SLT provides ICT solutions as well as broadband and backbone infrastructure services to domestic, public and corporate customers. Listed on the Colombo Stock Exchange, the company’s market capitalisation as of 31 December 2015 topped Rs.84 billion.

The Company’s Vision

As the national telecommunication service provider, SLT places top priority on improving digital literacy and strives to bridge the digital divide across the country. When planning for its network and infrastructure expansion, it looked to enhance accessibility of broadband and ICT technologies in the country in line with its vision: “All Sri Lankans seamlessly connected with world-class information, communication and entertainment services.” SLT recognizes that a strong, reliable and island-wide ICT infrastructure is key to the efficient functioning and development of businesses and the economy.

Growing Customer Base

The SLT Group has a customer base of over six million and includes multinational corporations, large and small companies, public sector, retail and domestic customers. The company’s corporate customers include leading enterprises, Colombo Stock Exchange listed companies and nearly all connected public-sector institutions. SLT’s combined mobile and fixed-line telephony penetration in Sri Lanka is now 100%.

CHALLENGES

  • The need for a flexible platform that can easily expand
  • The ability to provide a superior experience for customers

VALUE CREATED

  • A comprehensive customer service solution built on the proven IP Office software platform
  • Meets Sri Lanka Telecom’s requirements perfectly
  • Ability to evolve with the business
  • Provides for the ability to create a new revenue stream

SLT: A Leader

SLT has been recognised by leading enterprises and SMEs in Sri Lanka as the best and most reliable ICT solutions provider. Further, the company was entrusted by other telecommunications operators in the country as the wholesaler of choice and the best network provider. Exclusively offered to corporate customers, SLT’s ‘Intelligent Solutions’ encompass the entire array of next generation voice, networking, data hosting and managed services which facilitate enterprises and SME businesses to compete in the global arena.

The centre-point of SLT customer care is the SLT Contact Centre. Nine SLT contact centres located around the country provide 24-hour customer care services to more than 25,000 customers.

AKAZA Cloud Services

Launched in 2014, SLT’s cloud computing service, AKAZA offers end-to-end services to enterprise customers, government departments, SMEs, micro-enterprises and mobile customers. The aim is to provide the advantages of enhanced agility, quick service delivery, maximum ROI and improved scalability. AKAZA is a full fledged cloud platform that enables its customers to leverage SLT’s ICT resources which include being connected to the largest fibre optic backbone infrastructure in the country. SLT’s customers can leverage the scalability and cost efficiencies of AKAZA for their business requirements.

SLT offers ICT infrastructure, data archiving and operations, development platforms, working desktops, software and communications as “services”. Organisations no longer need to invest in infrastructure to utilize these capabilities. A wide range of services from infrastructure to services can be accessed by the company’s customers. 

The AKAZA cloud hosted locally in SLT’s state-of the art data center can be used to store access, and utilize data remotely via the Internet or IP/VPN. It is Sri Lanka’s first fully automated cloud computing platform with a comprehensive self-service portal and includes features such as service monitoring and alerts, automated service delivery, pay as you use, managed services etc.

"The features of the Avaya IP Office Contact Center as well as the pre-sales and post-sales support services all stood out in favour of Avaya." 

—Eng. Denuwan Prasanna, Project Manager, Sri Lanka Telecom

 

Avaya All the Way

When SLT decided to focus on small and medium enterprises, it felt the need to extend and enhance communications while strengthening customer relationships. The company looked for an end-to-end solution with inbound and outbound multichannel capabilities for their customer interactions. Though SLT evaluated other players in the market, it was Avaya all the way. “The features of the Avaya IP Office Contact Center as well as the pre-sales and post-sales support services all stood out in favour of Avaya. Moreover, we have a very good relationship with Avaya,” says Eng. Denuwan Prasanna, Project Manager, Sri Lanka Telecom. SLT has been using the Avaya Aura® solution for more than 15 years which has helped create an enhanced collaboration environment for its internal contact center purposes.

SLT provides contact center services to manage customer concerns and queries through multiple channels including voice, e-mail and chat on a 24/7 and 365 days basis including telemarketing services such as up selling and cross selling services. “Avaya Hosted Contact Center will be offered as part of our managed services portfolio for the corporate sector. We’ll provide contact center services to our corporate customers including SMEs,” continues Mr. Denuwan. The company’s managed services include IaaS, PaaS, DaaS, SaaS, E-Learning, Microsoft Offerings, NVISION, Oracle BPS etc. The multichannel contact center solution is hosted on the SLT cloud platform and provides services to customers via a hosted services model. Further, the solution supports unified communication features.

An Integrated Multichannel Customer Contact Solution

The Avaya solution has user friendly features and will enable better customer contact in many different ways via multichannel functionality for voice, email and web chat. These features include an integrated Interactive Voice Response (IVR) with options such as queuing, menu selection and message taking, outbound dialler for customers etc. IP Office Contact Center uses skill-based routing and channel prioritization based on the company’s business strategies and directs inquiries from customers and prospects to the right or qualified contact center resources.

Functionalities provided by the Avaya solution include:

  • Support for multichannel inbound and outbound contacts (voice, email, chat)
  • Easy to install and update
  • Supports a virtualized server environment
  • Voice and self-service solutions help in improving customer satisfaction and decrease employee workload
  • Enables the contact center to conduct targeted telemarketing campaigns
  • For outbound campaigns, the solution facilitates multichannel outbound voice and e-mail campaigns
  • Call Recording for every agent and flexible reporting which is useful for training purposes and resolution of conflicts. Online monitoring shares real-time insights into business operations
  • Real-time statistics with interaction
  • Multisite operations and remote working possibilities

“We’re impressed with the features and functionalities of Avaya’s integrated multichannel customer contact solution. It is flexible and easy to use, deploy and manage. The solution meets our requirements for inbound and outbound calling, call recording, reporting etc.” says Mr. Denuwan.

For SLT’s customers, AKAZA eliminates the need to invest in expensive servers, data centres, software and IT experts, freeing them to focus their capital and time on their business. This is particularly useful for SMEs and micro enterprises. “With SLT Managed Services, our corporate customers can outsource their entire communications infrastructure to SLT and focus on their core business while we manage their infrastructure and all the given services while maintaining the required service levels,” continues Mr. Denuwan.

“Avaya Hosted Contact Center will be offered as part of our managed services portfolio for the corporate sector. We’ll provide contact center services to our corporate customers including SMEs.” 

—Eng. Denuwan Prasanna, Project Manager, Sri Lanka Telecom

Consistent Delivery of Services Across Multiple Media Channels

Moreover, the company’s extensive portfolio of flexible hosting solutions offers businesses the assurance that their mission critical communication infrastructure is safe in SLT’s hands. Stronger convergence capabilities, extended reliability, improved scalability, flexibility and cost effective implementation are the unique features that are characterizing the company’s product portfolio. “The Avaya solution is facilitating the delivery of reliable services through our island-wide ICT infrastructure,” says Mr. Denuwan. SLT is enabling organizations to operate more effectively and efficiently as well as compete in the global arena.

“Importantly, the Avaya multichannel contact center solution will help create a new revenue stream for SLT. We aim to enhance relationships with customers and prospects,’’ says Mr. Denuwan.

Future Plans

Fully satisfied with the integrated solution, the company has further plans to increase the number of licences as well as add on multimedia capabilities of the solution. “Going forward, we seek Avaya’s services for marketing our products and services,” concludes Mr. Denuwan.

About Sri Lanka Telecom PLC

Sri Lanka Telecom has a history of over 150 years, having started its operations in 1858 with the establishment of the first telegraphic circuit between Galle and Colombo. Since then, the company has passed several milestones. In 1991, SLT became a Corporation and in 1997 the company was privatised with the collaboration of Nippon Telegraph and Telephone Corporation (NTT). In 2008, NTT sold its stake in SLT to Global Telecommunications Holdings N.V. of Netherlands. Today, the Government of Sri Lanka and Global Telecommunication Holdings N.V. of Curacao together hold more than 94% of issued share capital of the company, while the remaining shares are held by the general public.

The Group’s total integrated solution portfolio includes Voice, Networking, Data Hosting, Managed Services, Cloud Computing services and Mobile based consumer and enterprise solutions provided through its fully owned subsidiary, Mobitel via its 2.5G/3.5G/4G LTE networks. It also aims to drive broadband-based consumer and enterprise services by expanding is footprint. Further, SLT has made major investments in international submarine cable systems.

CUSTOMER PROFILE
  • Headquarters:

  • Sri Lanka

Sri Lanka Telecom has a history of over 150 years, having started its operations in 1858 with the establishment of the first telegraphic circuit between Galle and Colombo. Since then, the company has passed several milestones. In 1991, SLT became a Corporation and in 1997 the company was privatised with the collaboration of Nippon Telegraph and Telephone Corporation (NTT). In 2008, NTT sold its stake in SLT to Global Telecommunications Holdings N.V. of Netherlands. Today, the Government of Sri Lanka and Global Telecommunication Holdings N.V. of Curacao together hold more than 94% of issued share capital of the company, while the remaining shares are held by the general public.

What our Customers are saying
“We’re impressed with the features and functionalities of Avaya’s integrated multichannel customer contact solution. It is flexible and easy to use, deploy and manage."

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  • Denuwan Prasanna

  • Sri Lanka Telecom