mobile Transforming Customer Experience With Avaya
Suite of Avaya OneCloud CCaaS solutions being adopted by mobile will enable the leading telecom operator to meet the increasingly digital demands of its customer base .
“ With Avaya , we are shaping a new Total Experience strategy that will make our interactions with customers effortless ‒ regardless of the touchpoint they choose to contact us through . And as our customer demands evolve , we are confident we have the right technology partner to meet their high expectations .” - Ibikunle Jimo , Chief Information Officer , mobile
mobile , a leading telecom operator in Nigeria , has embarked on a multi-year customer experience transformation journey with Avaya as it seeks to embrace a Total Experience approach that strengthens its market differentiation through effortless customer and employee experiences .
Consumed through Avaya OneCloud Subscription , the suite of contact center solutions being adopted by mobile enable the telecom operator to meet the increasingly digital demands of its customer base by providing brilliant experiences across touchpoint .
Avaya OneCloud Subscription removes the barriers to getting and staying current with communications software , enabling mobile to achieve more through the latest technology consumed on a monthly subscription basis . It also helps mobile maintain software on its premises and maintain management control .
The transformation project will see mobile invest in its digital capabilities to compose experiences that provide exceptional engagement across all touchpoints throughout the customer journey while maintaining the highest standards of privacy and security .
Built on open platforms , the solution underpins mobile ’ s Total Experience strategy by empowering both customers and employees with contextual information , easy access to subject matter experts , and the ability to transition seamlessly between touchpoints .
The solution is also set to improve agent productivity and wellbeing by integrating Avaya Spaces , a modern workstream collaboration solution for the hybrid work-from-anywhere world , which delivers AI-enhanced meetings and more . With Avaya Spaces , mobile ’ s agents are connected with all their people and tools — and can meet , call , chat , share files , and manage tasks though a single app , addressing the “ fatigue ” many users face with video-only solutions .
Finally , mobile is set to bring these same capabilities to businesses across Nigeria , having signed a new partnership with Avaya under which mobile will provide the Avaya OneCloud portfolio of solutions to its business customers .
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