SLT-Mobitel Enterprise’s Premium Contact Centre solution boosts enterprise customer productivity

Monday, 18 September 2023 03:31 -     - {{hitsCtrl.values.hits}}

Offering a globally recognised 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 Enterprise Business Chief Business Officer Lakmal Jayasinghe, Chief Marketing Officer Prabhath Dahanayake, and Chief Network Officer Mangala Samarajeewa, were present on the occasion along with other SLT-Mobitel officials.

Avaya representatives attending the event included India & SAARC Chief Marketing Officer Adarsh Kaul, South India and SL Sales Engineering Head Bhavesh Vora, Territory Manager Prem Kumar Balaji, and Sri Lanka and Maldives Sales Engineer Sajith Thrimavithana. Partners supporting the solution such as KBSL Information Technologies Ltd. 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 optimises 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 24x7 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 visualisation 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 prioritise #BusinessIntelligence, elevate their customer interactions, deliver personalised experiences, and stay ahead in today’s competitive business landscape.

For more information, please contact 0112 381 381 or email [email protected]