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Croatian Telecom
Unifying the fixed and mobile telephony Contact Centres at Croatian Telecom
Avaya provided a sophisticated solution for Croatian Telecom (T-HT) as part of the merger of their mobile and fixed line operations. The result is a single contact centre for all customers with unique, intelligent routing and contact treatment. Through its cooperation with Avaya,
T-Croatian Telecom (T-HT) has strengthened its position as the leading provider of telecommunication services in Croatia and is the only company to offer a complete range of services, combining fixed and mobile telephony services, data transmission, Internet and international communications.
T-Croatian Telecom (T-HT) has strengthened its position as the leading provider of telecommunication services in Croatia and is the only company to offer a complete range of services, combining fixed and mobile telephony services, data transmission, Internet and international communications.
Challenge
Croatian Telecom (T-HT) decided to merge the operations of T-Com, its fixed-line business, and T-Mobile, its mobile business. Establishing a single point of contact for all customers was a priority for Croatian Telecom. This demanding project aimed to establish a single contact centre required a business partner equipped with the know-how, technology and experience required to establish an efficient and reliable customer service contact centre based on state-of-the-art solutions.
Croatian Telecom (T-HT) decided to merge the operations of T-Com, its fixed-line business, and T-Mobile, its mobile business. Establishing a single point of contact for all customers was a priority for Croatian Telecom. This demanding project aimed to establish a single contact centre required a business partner equipped with the know-how, technology and experience required to establish an efficient and reliable customer service contact centre based on state-of-the-art solutions.
Solution
Avaya has successfully integrated the server and client components of the separate contact centres with the unique CRM system. The result is a single contact centre for all fixed line and mobile phone users, which provides better customer service through smart e-mail management, based on customer segmentation and agent selection. Customers can speak to the same agent each time they call.
Avaya has successfully integrated the server and client components of the separate contact centres with the unique CRM system. The result is a single contact centre for all fixed line and mobile phone users, which provides better customer service through smart e-mail management, based on customer segmentation and agent selection. Customers can speak to the same agent each time they call.
Value Created
• Cost reduction from the economies of scale achieved through the deployment of a single Contact Centre for all customers.
• Cost reduction from the economies of scale achieved through the deployment of a single Contact Centre for all customers.
• Improved productivity of agents enabled by Avaya’s intelligent communications systems.
• More agile, secure and reliable operations.
• More agile, secure and reliable operations.
"The new solution came at the right time. We worked hard to improve services to our customers, and after looking into the market we came to the conclusion that this synergy was the right step to take."- Ivana Soljacic Richter, Operating Director of Business Customer Service Sector in Croatian Telecom
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