Pliva
With 90 years of successful pharmaceutical experience, Today Pliva is a member of the Teva Group, one of the largest global pharmaceutical companies. Pliva's product portfolio includes a large number of finished forms for almost all therapeutic group of medicals and active pharmaceutical ingredients.
Short description of the company:
Thanks to its highly competent employees, innovative technologies and continuous investment in production, Pliva is the largest pharmaceutical company in Croatia and one of the leading companies in Southeast Europe. Pliva is also one of the major exporters in Croatia with over 80% of products intended for export, and its major markets are Croatia, USA and Russia. Pliva's business includes manufacture of finished pharmaceuticals and active pharmaceutical ingredients. In addition to Croatia, Pliva successfully operates in Southeast European markets, primarily in Bosnia and Herzegovina and Macedonia where it has its own representative office. In Serbia Pliva operates via the company Pliva Serbia Ltd and its products are also marketed in Albania. Montenegro and Kosovo.
Challenges:
Today, Pliva is part of a group Teva and is a part of global processes and operations. Pliva's IT team has under control whole organization of IT support for all the applications that are used within Teva and on the level of all companies within the Teva group. In other words, Pliva's IT team supports all employees within the group. According to demanding conditions, all services need to be of high availability. Due to high level of availability and strength of solution, customer decided to implement Avaya Contact Center which includes Avaya Communication Manager and Avaya Call Management Server, using the physical (hardware) and software phones.
Furthermore, Pliva has organized group of employees that are in charge of payment towards to customers within Teva group and outside the group. Basic channels for communication are written channels (fax and email) but part of communication is done via phone. Regardless to very sensitive matter, it is important to enable contact with employees with appropriate knowledge on the simplest and most reliable way. Therefore, the decision was to expand the existing call center based on Avaya Communication Manager platform and to use the power of Call Centar Elite software.
Solution:
By implementing Avaya solution for call centers, Pliva got a strong foundation for development of call center within organization. On this case it has been proven that this platform is expandable in terms of the number of agents and number of services provided with this platform.
