AIS deploys Avaya solution to upgrade contact center

AIS Thailand
Advanced Info Service (AIS), a mobile phone operator in Thailand, has deployed Avaya’s self-service solution to upgrade its customer contact center system.

Leveraging the Avaya’s self-service solution, AIS call center has streamlined customer care, enhanced personalized live agent support and reduced operational costs at its contact centers located in Bangkok and Korat, Thailand. The centers employ 3,300 customer service employees, serving 40 million subscribers.

Smart phone users in Thailand are expected to reach 20 million in 2016, and this number is expected to soar with the introduction of 4G commercial services this year. Mobile subscribers in Thailand are projected to reach 2.4 billion in 2020.

The new self-service system from Avaya will help ensure a consistent customer experience for AIS’s 11 million calls it receives every month through its contact centers.

The Avaya solution now routes up to 70 percent of all customer calls through the self-service system. Avaya solution allows customers to gain access to services such as activating their SIM card, subscribing to roaming services or even choosing their choice of rewards, without being put on long queues.

Each customer call routed to a live agent could cost 1 baht against between 50 to 100 baht in the earlier system.

The new system enables AIS to identify and categorize customer AIS’s calls and the services required before matching them with the right agents trained to support specific service requests or customer types. Coupled with the shorter wait time, the new system has significantly improved the experience for callers on the AIS customer service.

“We are committed to supporting AIS Thailand in their pursuit of customer service excellence through the provision and innovation of cutting-edge network and engagement solutions,” said Bundhit Vongbuntoon, country manager of Advanced Contact Center.