Complaints of slow call centre responses for subscribers of Zimbabwe’s biggest mobile network Econet Wireless could be curbed in future.
This after Econet Wireless signed on telecoms support firm Jasco to implement a more advanced Avaya call centre system for the mobile network.
Systems due for an upgrade include voice telephony, instant messaging and social media communications.
Econet Wireless, which has over eight million subscribers on its network, has its call centre operations in Harare.
“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," said Danny Ross, the general manager for Jasco's operations in Africa, in a statement.
"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,” explained Ross.
The Avaya Aura contact centre further offers "integrated real-time and historical reporting for sound management capabilities".
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