Solutions for today’s enterprise customer experience (CX) and employee experience (EX) challenges.
Full-featured contact center solution.
Secure, dedicated and managed cloud contact center running on Microsoft Azure.
Scalable and advanced contact center-as-a-service.
Collaboration tools, seamlessly integrated into your Avaya portfolio.
Unified video, conferencing, messaging, and more on Microsoft Azure.
Call, meet, message, and more—all in one app.
Integrate collaboration apps with Avaya Communication portfolio.
Cloud-ready pathways that integrate Avaya with third-party APIs.
A full-featured unified comms platform managed on-premises.
Rely on our team of experts to help you get the most from your investment.
Consult with the experts to create your best customer journey.
Explore our complete portfolio of devices for individuals and conference rooms.
Move at your pace with Avaya’s hybrid cloud options.
Deliver effortless experiences for customers and employees at every touchpoint.
Help your contact center run smoothly, no matter where your employees are.
Find an Authorized Avaya Channel Partner in your part of the world.
Build new, innovative communications solutions via Avaya’s open solution platforms.
See our partnerships with leading technology companies for unique and value-adding solutions.
Explore all of the partner types and programs available at Avaya
Sell the Avaya portfolio with benefits, incentives, lead gen, training, and marketing resources.
Transition customers to the cloud fast and on budget, supported by Avaya services and features.
Stay up to date on Avaya's latest news and solutions.
Deliver innovative and complete solutions to your customers.
Get to know Avaya through our blogs. Insights on collaboration, customer experience, AI, digital.
Watch videos and listen to podcasts by topic or just browse what’s new. Interviews, solutions, how-to’s, more.
See inspiring ways companies are using Avaya solutions to change the world of work.
Engage with us in an immersive and interactive experience—on site, virtually, or a combo.
Look at what's new in our world—and how it benefits yours.
Learn about the privacy, compliance, and security inside Avaya solutions.
Review the terms and policies associated with Avaya software and services.
Access a full range of information and assistance for your Avaya solution.
For research and support, access our product documentation resources.
Meet Avaya experts at our events, webinars, expos, conferences and more.
In person or online, gain a full understanding of your Avaya solution and its capabilities.
Insights
Newsroom
Share
SINGAPORE, June 22, 2016 – Advanced Info Service (AIS) Public Company Limited, Thailand’s largest GSM mobile phone operator, today announced that it has upgraded its customer contact center system to deliver a consistent, enhanced and personalized customer experience for its growing subscriber base.
Leveraging the Avaya self-service solution, Advanced Contact Center Co., Ltd., (ACC), representing “AIS Call Center ACC," has streamlined customer care, enhanced personalized live agent support and reduced operational costs at its contact centers located in Bangkok and Korat, Thailand. The centers currently employ 3,300 customer service employees, serving 40 million subscribers nationwide.
Smart phone users in Thailand are expected to reach 20 million in 2016, and this number is expected to further soar with the introduction of 4G commercial services this year. Demand for more sophisticated, seamless and highly reliable broadband connectivity from business is also expected to escalate as Thailand’s digital economy accelerates.
ACC saw the digital transformation of its contact center as a critical enabler in the new economy. The new self-service system from Avaya will help ensure a consistent customer experience for AIS’s 11 million calls it receives every month through its contact centers.
The new Avaya solution now routes up to 70 percent of all customer calls through the self-service system. Customers welcomed this capability, which allows them to gain access to services such as activating their SIM card, subscribing to roaming services or even choosing their choice of rewards, without being put on long queues.
In the past, each customer call routed to a live agent could cost between 50 to 100. In contrast, the new system means that each call costs only 1 baht.
The new system also enables ACC to identify and categorize customer AIS’s calls and the services required before matching them with the right agents trained to support specific service requests or customer types. Coupled with the shorter wait time, the new system has significantly improved the experience for callers on the AIS customer service.
“As a leading player in the contact center space, we trust that Avaya has the experience and expertise to deliver the solution that we need,” said Jaiporn Srisakul, Managing Director, Advanced Contact Center. “Our partnership with Avaya is based on three key success factors that both companies believe in; Technology, Process Excellence and People. Together with Avaya, we will continue to push the boundaries and shape the multi-media communications market in Thailand through innovation, customer experience, technology and people.”
“The recently approved National Digital Economy Master Plan will require businesses in Thailand to become more agile and connected. Mobile subscribers in Thailand are projected to reach 2.4 billion in 2020. Telcos such as ACC must have the right technology that will help them cope with the increased demand from an expanded volume of users, demanding faster, more sophisticated services. Together with ACC, Avaya is helping in the nation’s journey towards Digital Thailand. We are fully committed to supporting AIS Thailand in their pursuit of customer service excellence through the provision and innovation of cutting-edge network and engagement solutions,” said Bundhit Vongbuntoon, Country Manager, Avaya.
Tags: Call center, customer engagement, Avaya Interactive Voice Response, customer service, collaboration
About ACC Thailand
Advanced Contact Center Co., Ltd., (ACC) representing “AIS Call Center” is the premier call center in Thailand and a subsidiary of Advanced Info Service (AIS), the leading wireless and mobile 3G-4G telecommunication provider in Thailand.
About Avaya
Avaya is a leading provider of solutions that enable customer and team engagement across multiple channels and devices for better customer experience, increased productivity and enhanced financial performance. Its world-class contact center and unified communications technologies and services are available in a wide variety of flexible on-premises and cloud deployment options that seamlessly integrate with non-Avaya applications. The Avaya Engagement Environment enables third parties to create and customize business applications for competitive advantage. The Avaya fabric-based networking solutions help simplify and accelerate the deployment of business critical applications and services. For more information please visit www.avaya.com.
Certain statements contained in this press release may be forward-looking statements. These statements may be identified by the use of forward-looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," "plan," "potential," "predict," "should" or "will" or other similar terminology. We have based these forward-looking statements on our current expectations, assumptions, estimates and projections. While we believe these are reasonable, such forward looking statements involve known and unknown risks and uncertainties, many of which are beyond our control. These and other important factors may cause our actual results to differ materially from any future results expressed or implied by these forward-looking statements. For a list and description of such risks and uncertainties, please refer to Avaya's filings with the SEC that are available at www.sec.gov. Avaya disclaims any intention or obligation to update or revise any forward-looking statements.
All trademarks identified by ®, TM, or SM are registered marks, trademarks, and service marks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners
###
Businesses are built by the experiences they provide, and every day, millions of those experiences are delivered by Avaya. Organizations trust Avaya to provide innovative solutions for some of their most important ambitions and challenges, giving them the freedom to engage their customers and employees in ways that deliver the greatest business benefits. Avaya contact center and communications solutions power immersive, personalized, and unforgettable customer experiences that drive business momentum. With the freedom to choose their journey, there’s no limit to the experiences Avaya customers can create. Learn more at https://www.avaya.com.