Case Studies

ISON transforms customer experience through deployment of unified, centralized and automated contact center solution

  • Implementation of AVAYA’s proactive outreach manager (POM) and proactive IVR systems
  • Implementation of AVAYA’s contact center technology and managed services throughout 16 call centers.
  • Capacity build-up for 3,000 seats in contact centers throughout the region.
  • Deployment of 10,000 IVR ports for both incoming & outgoing service calls
  • Unify and centralize customer experience for subscribers in various locations and ensure consistent delivery of services across 16 countries
  • Empower call centre agent to serve end-customers better
  • Reduce operational costs in managing legacy systems
  • Enhance the reporting capability of the systems to generate reports as desired
  • An automated service delivery mechanism to reduce the overall response time
  • Centralize and manage service level changes & issues on 24*7*365 basis
  • ISON along with AVAYA designed and offered contact center technology and managed services solution to reduce costs & increase the performance of the legacy systems residing in silos and accelerate transformation of the operator’s customer service
  • Automated Contact Center
  • Integrated IT and BPO Solution
  • Drives Continuous Process and Performance Improvement
  • Empowered Agent
  • Reduced Response Time