10th October 2006
Slovak Telecom Boosts Proactive Customer Contact with Integrated Solution from Avaya and synTelate
Slovak Telecom Call Services o.z., part of Slovak Telecom Group, needed to add powerful new customer contact management capabilities to its operations to improve customer service, the company turned to an integrated solution from Avaya Inc. (NYSE: AV) and synTelate Corp.
The combined offering from the two companies provides Slovak Telecom with leading-edge outbound call capabilities that can be used to manage contacts with customers and prospects more efficiently and effectively. Avaya is a leading global provider of business communications software, systems and services. synTelate Corp., wholly owned by Inisoft, is a leading provider of call centre software.
Part of the Deutsche Telecom Group, Slovak Telecom Call Services o.z. is a leading provider of telecommunications services in Slovakia. The company provides national and international telephone services, as well as a broad range of data and Internet services. The Avaya-synTelate solution for Slovak Telecom integrates Avaya Proactive Contact, a robust customer contact solution that helps agents reach more customers quickly and profitably, with synTelate desktop customization and scripting capabilities that give agents the right information at the right time.
“We continually look for new ways to improve our customer service,” comments Jeroen Hollestelle, Director of Call Services & Customer Case, Slovak Telecom Call Services o.z.. “The recent investment in technology will enable us to contact more customers more quickly, with full agent support to optimise the quality of the call. For example, the synTelate desktop will ensure accurate information is at each agent’s finger tips.”
“Due to the success of the initial implementation, we have more than doubled the initial purchase of the Avaya Proactive Contact and synTelate solution to continue to improve our proactive customer contact,” Hollestelle added.
synTelate Corp is a Premier member of the Avaya DeveloperConnection Programme – an initiative to serve customer needs by developing, marketing and selling innovative third-party products that interoperate with Avaya technology.
The Avaya Proactive Contact solution for Slovak Telecom was implemented by Geomant, a systems integration firm that is also an Avaya DeveloperConnection member. Quality assurance support was provided by Avaya.
Avaya Proactive Contact and synTelate are installed in Slovak Telecom’s Bratislava headquarters and supports agents in Kosice, Preslov and other distributed locations over the company’s converged voice and data network. Each synTelate agent desktop is configured for the Slovak language, enabling rapid campaign creation with full local language and character support in conjunction with Avaya Proactive Contact.
“We are delighted to be working in partnership with Avaya and Geomant to deliver a world-class solution to Slovak Telecom,” states Kevin Clark, CEO, Inisoft, parent company of synTelate Corp. “synTelate was installed in a very short timeframe in the local language, highlighting its flexible capabilities for local language support. The immediate benefits to Slovak Telecom from the combined Avaya Proactive Contact and synTelate solution has exceeded expectations.”
“The success of our integrated solution for Slovak Telecom demonstrates how the Avaya DeveloperConnection Programme is enabling us to offer customers fully interoperable, Intelligent Communication solutions that unleash new possibilities for their business,” said David Sheldon, director of Avaya’s DeveloperConnection programme in Europe, the Middle East and Africa. “The fact that Slovak Telecom has already doubled the scale of its implementation is testament to the quality of our combined offering.”
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