Telenor has partnered with Vivid Technologies to enhance their customer service experience. Vivid is enabling an enhanced telephony customer service through upgraded technology regarding visual navigation. It is a major step forward for companies that have an appetite for better customer services.
Conventionally people are required to dial helplines, wait for instructions and then they are connected with an operator after waiting on hold extensively. When given the option, people skip the IVR; rendering the use of the conventional system, redundant.
People can now swipe through options and dial a number that directs their complaint to the right area without unnecessary delays. This improves the quality of engagement and customer service for Telenor via eradication of waiting time. Under this partnership, Vivid seeks to:
- Reduce enterprise call centre costs by 26%
- Improve customer satisfaction by 65%
- Help reduce incoming call traffic by 30-35%making it cost effective, engaging and interactive.
- Save customer time by 10 fold, 60 seconds of first generation IVR versus 6 seconds of quick glance on the visual IVR to consume the information or carry out an action.
- Optimize staffing efficiency by 12%
Vivid Technologies is a mid-stage company with a presence in the UK and headquarters in the USA. Two years back, they have raised funding from countries as widespread as the UK, USA and Japan from companies like Sunbridge Ventures, Telefonica and Microsoft UK. The local team in Pakistan was the one that helped triumph this partnership; the team comprises of; Kashif Naeem Director Business Development, Hussain Iftikhar Project Manager and Shoaib Gondal Principle Architect & Platform lead.
Since Telenor has a big inclination towards innovation in the market. The customer’s pain point was incentive enough for them to look for better solutions. Telenor is now leading the wave with mobile agriculture, fin-tech, female empowerment and becoming more customer centric. By enabling and empowering the customers to make their lives, easier marks the difference between Telenor and their competitors.