Enterprises to reap big from Ethio telecom’s new contact center venture

Ethio telecom launches an Omni channel supported cloud based contact center product for businesses.
During an event held on Tuesday October 18, 2022, Ethio telecom unveiled this new product to its customers.
“As a leading digital solutions provider and in alignment with our vision, mission and three year LEAD growth strategy, we have launched our cloud based contact center as a service which enables enterprises to boost their customers’ satisfaction,” the telecommunications giant stated.
Contact Center as a service is a cloud based customer experience solution that automates and standardizes the process of receiving and responding to customer requests across different communication channels such as voice, SMS, e-mail, websites, social media and chatbot beyond traditional call centre services, which are limited to voice services and handling social media separately.
“It will boost customer satisfaction by availing instant responses and reducing call waiting times resulting from long queues,” said FrehiwotTamiru, CEO of the company.
The center is said to provide omni channel live agent support which integrates requests made through different channels and allows the contact center agent to access them all at once thereby empowering the agent to provide full support to the customer and increase customer satisfaction thus enabling enterprises to better monitor their service quality by expanding customer feedback at low costs without the need to build their own contact center.
According to Ethio Telecom, the Contact Center is established as part of the company’s three year LEAD strategy.

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