Jordanian mobile service provider Fastlink has launched a new IP Contact Center (IPCC) in response to rising customer demand. The new contact center, which hosts around 200 agents, will use solutions from Cisco Systems to service Fastlink's customers' base, which is approaching one million users.
Cisco's solution will allow the contact center to process more than 65,000 calls per day and will enhance the service experience for Fastlink's customers through an IP Intelligent Voice Response (IVR) solution.
Based on Cisco's AVVID solution, Fastlink will be able to handle multi-media communications, and scale its operations to include new agents or applications, such as e-learning, without suffering downtime.
Fastlink is the largest of all telecommunications networks in Jordan, and was the first operator to offer mobile phone services in Jordan at the time of its founding in 1995. The company is gearing up for second wave of Jordanian mobile boom which observers predict will more than double mobile penetration over the next three years. — (menareport.com)
© 2003 Mena Report (www.menareport.com)
