Monday, October 2, 2023
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SLT-MOBITEL Enterprise’s Premium Contact Centre solution powered by Avaya Inaipi Cloud boosts Enterprise Customer productivity delivering personalised interactions

Offering a globally recognized feature-rich contact centre solution with a wide range of benefits, SLT-MOBITEL Enterprise’s Premium Contact Centre solution powered and managed by the Avaya Inaipi Cloud boosts productivity and delivers personalised interactions tailored to meet the evolving needs of enterprise customers.

The solution was launched recently at Cinnamon Lakeside, Colombo amidst a distinguished audience of Enterprise customers including Large, Medium and Government entities in Sri Lanka. SLT-MOBITEL representatives, including Lakmal Jayasinghe, Chief Business Officer – Enterprise Business, Prabhath Dahanayake, Chief Marketing Officer, and Mangala Samarajeewa, Chief Network Officer, were present on the occasion along with other SLT-MOBITEL officials.

Avaya representatives attending the event included Adarsh Kaul, Chief Marketing Officer – India & SAARC, Bhavesh Vora, Sales Engineering Head – South India and SL, Prem Kumar Balaji, Territory Manager and Sajith Thrimavithana, Sales Engineer – Sri Lanka and Maldives. Partners supporting the solution such as KBSL Information Technologies Limited and Sumathi Information Technologies were also in attendance.

The advanced cloud-based contact centre solution is designed to revolutionise the way enterprises interact with their customers, offering a seamless experience across the entire customer journey. The Avaya Inaipi Cloud, hosted in SLT-MOBITEL’s Data Centre, features a comprehensive, integrated, and open cloud architecture with scalability, security, and in-depth analytics capabilities.

The solution is built to meet the unique needs of enterprise contact centres needs while enjoying the flexibility and simplicity of a cloud-based platform. Key features include an Omni Channel Contact Centre that seamlessly engages customers across multiple channels, including voice, chat, email, and social media. The solution enables enhanced call routing and optimizes customer interactions through Interactive Voice Response (IVR) and Automatic Call Distribution (ACD). It also provides enterprise CRM integration with existing CRM systems to access real-time customer data and provide a 360-degree view of each interaction.

Through an outbound dialler, enterprises can efficiently manage outbound customer communications for proactive support and campaign activities. Designed with advanced reporting and analytic tools, it offers valuable insights into contact centre performance. Equipped with a web-based agent desktop, the solution empowers agents with a user-friendly and intuitive interface for improved efficiency.

Additionally, the solution offers many value-added service (VAS) modules to choose from, including a range of VAS modules to enhance contact centre functionalities and tailored them to meet the specific business needs of enterprises.

The premium contact centre also offers a remote working facility, enabling agents to work from remote locations, ensuring business continuity and flexibility. The managed services, or 24×7 support, ensures enterprises enjoy round-the-clock support for uninterrupted operations and peace of mind.

Importantly, customers can select from two comprehensive solution bundles, CC Voice and CC Omni, each equipped with a range of value-added services. The CC Voice caters to all the requirements of a voice-only contact centre. While the CC Omni builds on top of the voice platform to offer multiple channels. However, customers can also have a mix of both packages in the same contact centre, ensuring features such as a customer journey visualization and drill-down facility for agents to access past interactions, conduct automated post-interaction surveys, enable customer 360 view with screen popups, and allow customers to request call-backs without waiting in queue.

SLT-MOBITEL Enterprise remains committed to #DoBusinessBetter by providing cutting-edge solutions that enable businesses to thrive in the digital era. With SLT-MOBITEL Enterprise’s Premium Contact Centre solution powered by the Avaya Inaipi cloud, enterprises can prioritize #BusinessIntelligence, elevate their customer interactions, deliver personalized experiences, and stay ahead in today’s competitive business landscape.

For more information, please contact 0112 381 381 or email queries@enterprise.slt.lk

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