SOURCE: Avaya Inc.

Avaya Inc.

June 15, 2009 07:30 ET

Avaya Contact Center Solutions Garner Ventelo an Award for Best Customer Service

Company Also Awarded Top Prize for Best Call Center During Call Center 2009

OSLO, NORWAY--(Marketwire - June 15, 2009) - Ventelo, a telecommunications service provider offering broadband, fixed and mobile services in Norway, has won the prestigious title of providing the best customer service in the country, per an independent survey of 56 companies across nine industries. The results of the survey were announced during Call Center 2009 held recently in Oslo.

A comprehensive test was conducted by an independent company that made multiple calls to various call centers and tabulated the results using various criteria such as rapid response, expertise, courtesy and ability to create a good customer experience. Ventelo scored the highest on all criteria achieving a total of 86.7 points. By contrast, 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. 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," said Kamilla Sharma, director of customer service for Ventelo.

Avaya Communication Manager and Avaya Interaction Center provide Ventelo a single platform for the company's telephony and contact center needs. The Avaya system automates all customer inquiries and uses Ventelo's own network to route calls and produce consistent reporting across the company. The company has reduced call waiting times by half and enables more personalized interactions with customers by automatically providing agents with all the customer details necessary to attend to each call effectively.

In addition, Avaya Interaction Center enables Ventelo to assign case numbers to all e-mails which further improves response time. Another key feature of the Avaya contact center solution is a call back option that 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 the messages left by the caller on their screens in order to improve the efficiency of the call back.

As part of Avaya's beta software program, Ventelo has evaluated the newest version of Interaction Center, which was just released. The new software includes key updates like configuration accelerator tools, e-mail and Web server clustering, and "out of the box" Web services integration that will further reduce ownership costs and simplify delivery of consistent multi-channel customer care.

"Ventelo's initial investment in Avaya technology provided an ROI in just eight months," said Ole Mygind, managing director of Avaya Norway. "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."

About Avaya

Avaya is a global leader in enterprise communications systems. The company provides unified communications, contact centers, and related services directly and through its channel partners to leading businesses and organizations around the world. Enterprises of all sizes depend on Avaya for state-of-the-art communications that improve efficiency, collaboration, customer service and competitiveness. For more information please visit www.avaya.com.

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