OSN, the region’s leading pay-TV network, has launched an advanced Interactive Voice Response (IVR) that will redefine customer service standards reaffirming OSN’s commitment to adopt the latest in technologies.
The IVR system has been implemented by Servion Global Solutions, a specialist in the Customer Interaction Management (CIM) domain, enabling OSN to deliver quick and efficient customer service.
OSN had contracted Servion to design and implement an Avaya Aura Experience portal to further strengthen the level of service offered to its growing subscriber base in the region.
The new IVR will assist OSN to strengthen its ability to identify the preferences of subscribers, which in turn will help to constantly refine its content as well as other customer-oriented initiatives. It also contributes to greater efficiency for OSN’s technical staff and field personnel, who will now have more information on the subscribers.
Nick Di Marzo, Chief Operating Officer at OSN, said: “One of the key differentials and growth drivers of OSN is our continued focus on integrating the latest technologies across our operations. The new IVR system is a significant addition in scaling up our customer service standards. By gaining more insights into the preferences, attitudes and aspirations of our subscribers, we can streamline the customer service processes. Servion’s technology is truly top-notch in the industry and brings considerable value to our customer service management system.”
Servion Vice President & Head of the Middle & Africa SBU Anil Kumar K.M. added: “We worked closely with OSN from the start to understand their high standards and requirements. We also understood their ambition to provide the best customer experience using latest technology. We are confident that the solution implemented will yield immediate benefits and higher customer satisfaction.”