Econet taps Jasco for CEM in Zimbabwe

Zimbabwean mobile operator Econet Wireless Zimbabwe has partnered with Jasco for a contact centre to deliver a superior customer experience across its operation.

The company currently has the widest coverage in the country, and is constantly upgrading its network and products and services portfolio to cater for additional subscribers and broaden its reach.

The core of this solution is the Avaya Aura Contact Centre, which manages all contact types, including inbound and outbound voice, email, web chat, fax, instant messaging, social media and more. The system offers integrated real-time and historical reporting for sound management capabilities.

The solution also incorporates Avaya Experience Portal, which helps organisations automate customer transactions and enhance customer service with quick response to customer queries that are common and repetitive, taking pressure off the workforce. Avaya Workforce Optimisation, which includes voice recording, workforce management and quality management, helps Econet to enhance the quality of customer care, while the Avaya Social Media Manager enables the organisation to connect seamlessly to social media channels and detect and analyse social media conversations.

“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. 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,” explains Danny Ross, General Manager for Africa at Jasco Enterprise.

 

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