Avaya's New Solution to Enrich ACC Thailand’s Customer Experiences

SINGAPORE: Advanced Info Service (AIS), a provider of telecommunications services and solutions in Thailand, announces the upgrade of its customer contact center system to deliver an enhanced and more personalized customer experience to its expanding customer base using Avaya’s Customer Experience Solutions.

The Advanced Center (ACC), representing AIS’s Call Center has upgraded its customer experience using Avaya’s new self-service solution. ACC has reduced operational costs, enhanced personalized live agent support and streamlined customer care at its contact data centers residing in Bangkok and Korat, Thailand. The centers house 3,300 customer service employees and serve 40 million subscribers in the country.

The number of smartphone users in Thailand is estimated to reach 20 million in2016 and is expected to reach even higher digits due to the introduction of 4G commercial services in the country. Also business demands for more sophisticated, seamless and highly reliable broadband connectivity is set to accelerate spontaneously with Thailand’s digital economy.

The new Avaya solution directs up to 70 percent of all customer calls to a self-service system. Customers are now allowed to gain access to services such as activating their sim card, subscribing to roaming services and so on without having to be on long queues.

The new system also provides capabilities for ACC to identify and categorize customer AIS’s calls and then match services they require with the right agents trained to help specific service requests or customer types.

“As a leading player in the contact center space, we trust that Avaya has the experience and expertise to deliver the solution that we need,” says Jaiporn Srisakul, Managing Director, Advanced Contact Center. “Our partnership with Avaya is based on three key success factors that both companies believe in; Technology, Process Excellence and People. Together with Avaya, we will continue to push the boundaries and shape the multi-media communications market in Thailand through innovation, customer experience, technology and people.”