Contact center of Optima telecom
Short description of the company:
Optima telecom has, in their five years in business world, established itself as the second fixed telecommunication operator in Croatia. Telecommunication network of Optima is based on IP technology that provides greater networking through dominance of broadband networks and is present in more than 100 cities in Croatia. Current market potential of over half million connection supports over 2200 kilometers of fiber network which could include with their length all continental board of Croatia. Using the latest technologies and global telecommunication solutions, Optima creates additional value on the Croatian fixed telephony market.
Challenges:
Optima's employees guided by quote and business philosophy „Optima is the most fair“, want to get closer to customers, understand their wishes and needs and accept their suggestions and comments. An essential part of this strategy of customer care is the call center. Start of commercial operation of Optima began with collecting the users. Beside big media campaign it was important to be ready for numerous requests. It was clear that to attract the majority of potential customers, there will be only one chance and that in many cases a contact center will be the first place where the potential user will access to Optima telecom.
Therefore, the main objectives in designing the solutions for Optima's contact center were:
- A consistent and quality service regardless of the communication channel
- Reliability and scalability
- Maximum flexibility with maintaining the robustness
Solutions:
STORM Informatika has implemented:
- Avaya Interaction Center (multimedia contact center)
- Avaya Interactive Response (interactive voice prompt)
- Avaya Call Management System (statistical server)
Combining products and integrating them into a single solution we achieved defined goals. To fit the solution into environment of company, Avaya Interaction Center is on a client-side integrated with CRM solution that company uses.
Today, Optima telecom uses contact center to take care of existing customers and to attract new customers. Using IP technology, Optima telecom has established that equipment of their call center is centralized and that agents are placed in different cities. System flexibility is also evident in the fact that Optima telecom today deals with contact center outsourcing on the same platform and with the same employees.
