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Avaya Installs Customer Care Solution for Slovenské Telekomunikácie
Slovenské telekomunikácie, a.s., majority owned by Deutsche Telekom AG, utilises Avaya's call centre solution as key component of its integrated operational and business support system
For Immediate Release:11 Dec 2001
Waterloo Belgium -
Avaya (NYSE: AV), a global leader in corporate networkingsolutions and services, today announced that it provided Slovenskételekomunikácie, a. s., (ST) a leading telecommunications providerin the Slovak Republic, a leading edge customer relationshipmanagement (CRM) solution for Slovenské Telekomunikácie's newlyestablished call centre located in Ko¡ice, which was opened thismonth. The solution provided by Avaya will enable ST tosignificantly increase its overall call centre efficiency.
"Avaya CRM solution will dramatically reduce the time requiredto respond to general customer inquiries and provide them withproduct information," said Ron Weintraub, Director of Customer Careand Billing at Slovenske Telekomunikacie, a.s. "The system willalso make the provisioning of our services much quicker, improvethe technical support we provide to our customers, allow us torespond to general inquiries faster and provide the detailedbilling information they require."
This call centre solution is built on Avaya's Call ProcessingServer G3r and Avaya's industry-leading Customer RelationshipManagement (CRM) software which includes Automatic CallDistribution (ACD). Avaya's ACD software routes calls to agents orto Avaya's interactive voice response system that providescustomers with sophisticated options for self-service. Otherfeatures include the Avaya Call Management System (CMS), whichprovides real-time and historical reporting on the performance ofthe call centre. A Quality Management System (QMS) will be providedby Avaya's technology partner, NICE Systems. The QMS willadminister the call centre operations and provide information aboutincoming calls and the performance of the operators, thusincreasing call centre efficiency.
The Avaya call centre solution and Siebel eCommunications 2000CRM solution will be integrated as part of the customer care andbilling solutions, and both these solutions will run on HP Unix aswell as Windows NT with PC clients.
About Avaya
Avaya, headquartered in Basking Ridge, N.J., is a leading globalprovider of communications solutions and services that helpbusinesses, government agencies and other institutions excel in thecustomer economy. Avaya offers Customer Relationship ManagementSolutions, Unified Communication Solutions, Hosted Solutions,MultiService Networking Infrastructure, and Converged Voice andData Networks " including the company's no-compromiseEnterprise-Class IP Solutions (ECLIPS) " all supported by AvayaServices and Avaya Labs. Avaya is the worldwide leader in unifiedmessaging, messaging systems, call centers and structured cablingsystems. It is the U.S. leader in voice communications systems andservices. Avaya is an official sponsor for the 2002 FIFA WorldCup¢, the 2003 Women's World Cup and the 2006 FIFA World Cup¢championships. For more information about Avaya, visit its Web siteat http://www.avaya.com.
About Slovenské Telekomunikácie, a. s.
Slovenské Telekomunikácie, a. s. is the leader in the area oftelecommunications services provision in the Slovak Republic. Itprovides national and international telephone services, a wideportfolio of data services, ensures distribution and broadcastingof radio and TV signal, and offers extensive range of value addedservices. The shareholders of ST, a. s., are: Deutsche Telekom AG(51%), the Ministry of Transport, Posts and Telecommunications(34%), and the National Property Fund of the Slovak Republic (15%).For more information about Slovenské Telekomunikácie, a. s., visithttp://www.telecom.sk.
For More Information
-
Beverley Davison
Avaya
+32-2-3575706 (office) -
Gabriela Nemkyová, spokesperson
ST, a.s.
+421 2 5249 1477 (office) -
DiAnn Byrne
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