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MOBITECHS can now respond to up to 15,000 more calls each day than in the past.
MOBITECHS Transforms Contact Centres with Avaya Aura® Technology
MOBITECHS is a mobile telecommunications infrastructure and technical services company, and a member of Vietnam Mobile Telecom Services (VMS), headquartered in Hanoi, Vietnam. MOBITECHS provides contact centre, value-add and call measurement services; telecom network optimisation; installation, moving, upgrading and maintenance services for base transceiver stations; online mobile payments; and customer care and sales services for VMS mobile phone company Mobifone, from six centres in Vietnam.
MOBITECHS also builds, installs, upgrades and maintains telecom infrastructure and equipment, which it leases to other mobile phone companies. The company employs more than 100 management staff and 900 contact centre agents. It recorded annual revenue of US$85 million in 2013.
As VMS grew, the demand for MOBITECHS’ customer care and sales services also increased in volume and diversity. MOBITECHS needed to employ more contact centre agents to meet this demand, while reducing the cost of investing in and developing its contact centre infrastructure and applications.
To meet these demands, MOBITECHS decided to consider new consolidated contact centre solutions, including IP contact centres.
“We used to work with several vendors, which meant it was too complex and costly to invest in new contact centre systems.”
— Ms. Do Thi Hien, General Director, MOBITECHS.
Ms. Do Thi Hien says MOBITECHS chose Avaya as the company was reliable, cost-effective and best met MOBITECHS’ long-term needs for providing customer services for Mobifone.
MOBITECHS undertook its contact centre upgrade in two phases. In April 2011, the company completed the initial implementation of Avaya Aura® Call Center Elite 6.0, Avaya Call Management System 16.3, Avaya Voice Portal 5, Avaya Workforce Optimization 11, Avaya 2050 IP Softphones and Avaya Common Server HP DL360 G7. It also installed 300 new Avaya 1608 IP Deskphones.
In April 2013, MOBITECHS began expanding its Avaya infrastructure to include centralized IP contact centres in two locations, adding 500 new agents (bringing the total to 800 new agents), and planning the implementation of Avaya Aura® Contact Center 6.3 to provide a suite of multimedia services such as web chat, email and SMS communications. The company expects to go live with phase two in Q2 2014.
Reduced call times by 10%
Responded to up to 15,000 more calls each day
Minimized need to invest in additional contact centre staff
Streamlined system maintenance and administration
Ensured 99.999% system availability
Supported 15,000 more calls while minimising investment in additional staff
MOBITECHS implemented Avaya Aura® Call Center Elite and Avaya Voice Portal 5 to provide Mobifone customers with an automated IVR answer service for the most common call types. MOBITECHS can now respond to up to 15,000 more calls each day than in the past.
“Customers who call with routine queries, such as requesting an account balance, are directed to the automated service, leaving contact centre agents free to answer more complex enquiries,” said Mr. Hoang Cong Phuong — IT Director, MOBITECHS. “This has increased the number of calls we can answer per day from 120,000 calls to about 135,000 calls, without needing to increase the number of agents.”
The automated call service has minimized MOBITECHS’ and VMS’s outsourced agent costs and enhanced customer satisfaction by ensuring callers don’t wait in call queues for simple enquiries. The Avaya infrastructure also ensures 99.999% availability.*
Cut call times by 10%
Avaya Call Centre Elite enables MOBITECHS to route customer calls to the most appropriate agent in the first instance, reducing call resolution time by around 15 seconds. By integrating the product with MOBITECHS’ back-end IT customer relationship management systems, contact centre agents can also immediately see a customer’s information and contact history onscreen, reducing call times by a further 15 seconds on average.
Contact centre agents have also improved their work efficiency by using Avaya IP Softphones to make outbound calls using the Click-to-Dial feature. According to Hoang Cong Phuong, agents find it easier and more convenient to use the IP phone headset, which improves the customer service they can provide.
In addition, MOBITECHS has installed 500 new Avaya 1608 IP Deskphones so staff can continue to take inbound customer calls should there be a problem with the headsets.
“Customers who call with routine queries, such as requesting an account balance, are directed to the automated service, leaving contact centre agents free to answer more complex enquiries.”
— Mr. Hoang Cong Phuong, IT Director, MOBITECHS.
Streamlined system maintenance and administration
In the past, VMS had different contact centre systems and management teams in various locations, so MOBITECHS used five separate contact centre systems requiring five different sets of product experts.
“Now we only need two teams skilled in Avaya products and two centralized IP contact centre systems, which has significantly streamlined system maintenance and administration,” said Ms. Do Thi Hien.
The team is currently learning to use specialized Avaya system administration tools, such as Call Management System. Once they are using them to their full advantage, Hoang Cong Phuong anticipates that system administration staff will improve their productivity even further.
In addition, Avaya Call Management System provides managers with a comprehensive list of call statistics for each contact centre agent, such as the number of calls answered and the length of each call, so they can ensure agents are working efficiently and meeting their targets.
Enhancing customer service with multimedia capabilities
MOBITECHS will implement Avaya Aura® Contact Center during phase two of its contact centre upgrade. This will enable the company to offer customers a variety of new multimedia services, including enhanced SMS and email responses, and expand its current outbound service.
Agents will also be able to respond to customer comments posted on Facebook and Twitter.
Applications & Systems
Avaya Aura® Contact Center 6.3
Avaya Aura® Call Center Elite 6.0
Avaya Call Management System 16.3
Avaya Voice Portal 5
Avaya Workforce Optimization 11
Avaya Common Server HP DL360 G7
Avaya 2050 IP Softphones
Avaya 1608 IP Deskphones
MOBITECHS can now respond to up to 15,000 more calls each day than in the past.
MOBITECHS is a mobile telecommunications infrastructure and technical services company, and a member of Vietnam Mobile Telecom Services (VMS), based in Vietnam. The company provides a variety of contact centre and maintenance services, and customer care and sales services for VMS mobile phone company Mobifone. It also builds, installs, upgrades and maintains telecom infrastructure and equipment.
What our Customers are saying
“We used to work with several vendors, which meant it was too complex and costly to invest in new contact centre systems. We chose Avaya as the company was reliable, cost-effective and best met MOBITECHS' long-term needs.”
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