Posted On 27 Nov 2018
Etisalat is Nigeria’s most innovative telecoms network. They began trading in October 2008 with the ground breaking “0809uchoose” campaign.. This tradition of customer-focused innovation continues today, with a growing customer base of more than 21 million. Trading as Etisalat Nigeria, Emerging Markets Telecommunication Services (EMTS) is a private Nigerian company in partnership with Mubadala Development Company and Etisalat of the United Arab Emirates. It acquired the unified access license from the federal government in January 2007, which includes a mobile licence and spectrum in the GSM 1800 and 900 MHZ bands. Etisalat acquired a 40% stake in EMTS and is now the operator of the unified access license. Avante Consulting Solutions have implemented the Egain Mail, Chat and Knowledge Management (Self Service and Guided Help) solution for Etisalat Nigeria. The aim of using the Egain solution is to deflect customer emails by 60% and also resolve 88% of customer issues through self-service. Other benefits will include a reduction in training time for contact centre agents, an improvement in the contact centre agent time to competency and cost saving due to better knowledge access and diagnosis by agents.
Deutsche Telekom AG is a German telecommunications company headquartered in Bonn. Deutsche Telekom AG offers services such as Fixed Telephony, Mobile Telephony, Broadband Internet, IT Services, Networking Solutions and Digital television. T-Online merged with parent Deutsche Telekom in 2006. It provides around 40 million narrowband lines, over 9 million broadband lines and has 14 million registered Internet customers. Avante Consulting carried out Siebel CRM data migration for Deutsche Telekom. The project involved the migration of 60 million customer records and 3 billion transactional records.
Globacom Limited is a Nigerian multinational telecommunications company headquartered in Lagos, Nigeria.
GLO started operations on 29 August 2003. GLO owns four business units; Glo Mobile, GLO Access, GLO 1 Submarine Cable and Broad Access.
GLO Mobile has an estimate of over 25 million subscribers. Avante Consulting implemented the integration of Siebel Customer Relationship Management with Omni docs document management solution. Easing the availability of scanned documents such as Know your customer forms, utility bills, legal documents etc. in the CRM tool enabled customer service agents to be more effective in resolving queries.
MTN Nigeria is the biggest telecoms company in Nigeria supporting over 58 million subscribers. Consequently the eGain multichannel project is the biggest Avante has undertaken providing end to end customer interaction capabilities covering all touch points and spanning 2 departments. This Knowledge Management and omni-channel project was the first of its kind at MTN. Joining up separate channels like social & email then launching mobile and web chat for the first time in the MTN environment. Another first was a fully functional Knowledge base with federated search and diagnostics to support both agents internally and web self-service for customer.
The customer satisfaction stats from post chat surveys carried out have been very high. There has also been a natural adoption of channels by chat by customers. This shows that customers want to interact with customers in multiple ways with the lowest effort possible.