As Zimbabwe’s leading mobile operator, Econet Wireless Zimbabwe was faced with a strong need to deliver a superior customer experience across its extensive customer base. The company currently has the widest coverage in the country, and is constantly upgrading its network and products and services portfolio to cater for additional subscribers and broaden its reach.
Keeping in touch with these many subscribers through the medium of their choice requires a world-class contact centre, and Econet turned to Jasco Enterprise to deliver the solution to meet this requirements.
“Econet chose to partner with Jasco after following a very rigorous and thorough selection process to identify and choose a reliable systems integrator with a proven project execution and delivery track record in the contact centre industry within the region. Having gone through a smooth implementation phase we realised that we made the right choice in partnering with them,” says Stanley Henning, Econet’s chief commercial and customer services officer.
After a comprehensive tender process, which evaluated technology offerings, track record, customer references and pricing, Jasco Enterprise was selected to provide the complete solution, including implementation, integration, maintenance and support.
The core of this solution is the Avaya Aura Contact Centre, which manages all contact types, including inbound and outbound voice, e-mail, Web chat, fax, instant messaging, social media and more.
The system offers integrated real-time and historical reporting for sound management capabilities. The solution also incorporates Avaya Experience Portal, the latest generation of the award-winning Avaya Voice Portal, which helps organisations automate customer transactions and enhance customer service with quick response to customer queries that are common and repetitive, taking pressure off the workforce.
Avaya Workforce Optimisation, which includes voice recording, workforce management and quality management, helps Econet to enhance the quality of customer care, while the Avaya Social Media Manager enables the organisation to connect seamlessly to social media channels and detect and analyse social media conversations.
“Econet required a cutting edge contact centre using leading technology, which would assist them with enhancing their customer experience through superior service. The Avaya solution delivers a seamless experience for voice, email and social media, allowing customers to interact with Econet through a variety of channels to connect on their terms and choose the medium that suits their needs.
“The solution also enables Econet to be more agile in their response to customers, and to take advantage of enhanced reporting and workforce management capabilities, delivering improved customer service,” explains Danny Ross, GM: Africa at Jasco Enterprise.
In addition to the Avaya technology, Jasco also provided the required desktop computers, cabling, equipment racks, furniture and professional services to complete the contact centre. Jasco’s services included integration, implementation and on-going support and maintenance. Phase one of the project involved the initial contact centre implementation, while phase two consisted of the on-boarding of additional agents.
The solution now supports 350 agents and 30 supervisors who provide 24/7/365 contact centre operations.
“Avaya is the world leader in contact centre solutions, and this system will enable Econet to grow and achieve the next level in terms of customer experience, backed by Jasco’s superior implementation skills. Econet also have peace of mind that their solution is being maintained in partnership with a service provider that can help them to enhance their service offering to customers,” Ross concludes.