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Tenaga Nasional Berhad, Malaysia's largest electricity utility company, wanted to improve its business efficiency and customer service levels. The Company identified the customer call center as a key area that needed to be addressed. TNB consolidated all its call centers into four locations, and deployed and integrated the Avaya Call Center solution in each of these locations. When customers call, they will be taken through an Interactive Voice Response (IVR) system, which will route them to the right customer service team. To address the Company's management and reporting issues, the Avaya Call Management System was also deployed. TNB can now keep track of KPI and other key call center targets as well as explore call center process and workflow improvements.
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