Econet to launch a new call centre

Econet Wireless is implementing a highly advanced call centre system which will enable its contact centre operators to monitor feedback and conversations on both social network and cellular communications platforms.

The new platform will enable Econet call centre operators to respond to both social media, voice telephony, fax and instant messaging service queries and complaints.

It is being implemented in partnership with Jasco, an international telecommunications support company.

The Avaya solution delivers a seamless experience for voice, email and social media, allowing customers to interact with Econet through a variety of channels to connect on their terms and choose the medium that suits their needs, said Danny Ross, the general manager for Jasco's operations in Africa.

Ross said the solution enables the mobile company to be more efficient and fast to give feedback to their customers the package includes the Avaya Experience Portal.