Ethio telecom launches cloud-based Contact Center as Service digital solution

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Ethio telecom has launched a business empowering cloud based Contact Center as Service (CCaaS) customer experience on Tuesday at the newly inaugurated Science Museum.

The contact center provides accessibility through multiple and integrated channels, it boosts customer satisfaction by availing instant responses and reducing call waiting time resulting from long queues, Frehiwot Tamiru, CEO of Ethio telecom, said in her remarks during the service launching program.

“The new service operates digitally and will transform customers experience,” she said.

CCaaS — a cloud based customer experience solution unlike call center services, which were limited to voice services and handling social media inboxes separately, automates and standards the process of receiving and responding to customer requests via voice, Short Message Services (SMS), email, websites, social media and chatbot, according to Ethio telecom.

The service is a multilingual service, which will be provided by experts who are fluent in the languages, said Frehiwot.

Ethio telecom has 68.3 million subscribers. Meanwhile, its telebirr, a mobile money service has so far attracted 24.8 million customers.

More than 10 million people are using social media’s in Ethiopia, according to the state-telecom operator.

Ethio telecom’s customers are using social media’s to provide comments and file complaints when problems arise on the services they have been getting.

“Customers responses, complains are analyzed by our company and forwarded to each respective departments,” Frehiwot said, adding, “But customers satisfaction rate will be assessed by neutral evaluator based on international key performance indicators (KPIs) of the telecom sector.”

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