Telenor Pakistan has recently made a deal with Vivid Technologies, a move that will help boost Telenor’s customer experience.
Vivid Technologies is a USA based company which has set a benchmark by introducing visual navigation IVR to enhance the customer experience.
Vivid seeks to reduce enterprise call center costs by 26%; improve customer satisfaction by 65%; and help reduce incoming call traffic by 30-35% making it cost effective, engaging and interactive. The IVR technology will save customer time by 10 fold and optimize staffing efficiency by 12%.
Currently, Telenor Pakistan has a total subscriber count of 38 million and has 27% SIM market share. The traditional customer relationship management solutions are not up to the mark; this fuels the need to look for better technological solutions that provide more responsive customer care services.
Telenor has agreed to introduce the Interactive voice response (IVR) technology in its customer service centers to enhance customer experience. “When I first experienced the Digital IVR, it made sense right away. Our customers are getting digitally aware, and Vivid’s digital IVR gives us an opportunity to remove the friction and get up close with our customers in a unique way.” Mr. Irfan Wahab Khan, CEO Telenor Pakistan, said in a statement.
The whole idea is to improve that fabric of connectivity between the customer and customer services.