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June 15, 2009

AVAYA News - Avaya Solutions Lands Ventelo Coveted Customer Service Award

By Amy Tierney, TMCnet Web Editor

Avaya, a provider of business communications applications, systems and services, is being credited for helping a Norway-based telecommunications service provider earn the distinction of having the best customer service, an independent survey found.

Ventelo, a company that offers broadband, fixed and mobile services, was recently recognized for its ability to offer the best customer service in Norway. The firm was selected from a field of 56 firms across nine industries. The survey results were announced during Call Center 2009 held in Oslo.
An independent company made multiple calls to various call centers and based the results on a variety of criteria, including rapid response, expertise, courtesy and ability to create a good customer experience. Ventelo scored the highest on all criteria, earning 86.7 points. In comparison, the lowest score of all companies tested was 47.1 points.
"A few years ago, we embarked on an ambitious plan to provide the best customer service in Norway,” said Kamilla Sharma, director of customer service for Ventelo, in a statement.  “In order to achieve this, we knew that we needed the best technology available to not only improve response time, but also integrate our various systems and reporting tools that contribute to providing superior service.”
Ventelo uses contact call center solutions from Avaya (News - Alert), a provider of business communications applications, systems and services. Specifically, Avaya Communication Manager and Avaya Interaction Center let Ventelo operate a single platform for the firm’s telephony and contact center needs. The Avaya system automates all customer inquiries and uses Ventelo's network to route calls and produce consistent reporting across the company.
As a result, Ventelo has reduced call waiting times by half, and the solutions offer more personalized interactions with customers. Agents have all the customer details to respond to each call effectively, the company said.
In addition, Avaya Interaction Center allows Ventelo to assign case numbers to all e-mails to further improve response time. Avaya also offers a call back option, which informs customers of estimated wait times and allows them to schedule a call back time, or opt for an immediate call back. Contact Center agents can see messages left by callers on their screens to improve call back times.
"Ventelo's initial investment in Avaya technology provided an ROI in just eight months," said Ole Mygind, managing director of Avaya Norway, in a statement. "The combination of Avaya's contact center solutions, along with expert recommendations from our professional services, have enabled Ventelo to improve customer service with fewer people and much greater efficiency."
Ventelo is just one example of a company that uses Avaya’s technology to boost customer service offerings. As TMCnet reported, IBM (News - Alert) teamed up with Avaya and Kapsch CarrierCom AG to enhance its customer service, increase its offerings and facilitate richer interaction with phones.
Avaya’s technology is also useful at the retail level. For example, Magic Beans, a toy and baby gear provider, uses Avaya’s phone solutions to improve productivity, customer service. And reduce costs, according to TMCnet.

Edited by Amy Tierney

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