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OSN Partners with Servion for IVR Installation

OSN Partners with Servion for IVR Installation

December 09, 2014
By Casey Houser, Contributing Writer

The latest news regarding OSN, a telecommunications company that operates out of Dubai, concerns its adoption of a new interactive voice response system it recently installed as part of a deal with Servion Global Solutions.


Servion offers businesses consulting, professional services, and managed services. In the case of OSN, it designed and installed an IVR product, the Avaya (News - Alert) Aura Experience Portal, which comes from Servion's relationship with that business partner. Servion's goal was to provide OSN with a product that would allow the telecom to offer its own customers improved service by way of increased efficiency. Anil Kumar K.M., the vice president and head of Middle East & Africa SBU at Servion, commented on the newly-formed relationship.

“We worked closely with OSN from the start to understand their high standards and requirements,” Kumar said. “We also understood their ambition to provide the best customer experience using the latest technology. We are confident that the solution implemented will yield immediate benefits and higher customer satisfaction.”

Nick Di Marzo, chief operating officer at OSN, also reflected this sentiment when he said that OSN was adamant about using the latest technologies available. It is technologies such as the one used, he said, that allow the telecom to streamline its customer service because it can learn more about the preferences and needs of its customers.

The Aura Experience Portal provides businesses with intelligent call routing so customers are matched up with customer service agents that can best help them resolve their problems and answer their questions. It is a central hub for call center operations.

The portal has also found success in recent years on industry ratings lists such as the Gartner Magic Quadrant which, TMC (News - Alert) reported in July that the 2014 “Gartner MarketScope for IVR Systems and Enterprise Voice Portals” annual report granted the Avaya Aura Experience Portal with a “strong positive” rating. In addition, the 2014 “Gartner (News - Alert) Magic Quadrant for Contact Center Infrastructure” report listed Avaya among the industry leaders for its work in the customer service market.

TMC noted that Avaya improved its standing over the past year with its most recent release of the customer service software, so OSN will receive one of the top products on the market. With proper use of the IVR system, OSN's customers should benefit from improved service and OSN can use that as a method for expanding its overall operations.




Edited by Rory J. Thompson



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