Dialog Telekom PLC, Sri Lanka's undisputed mobile communications leader has, over the years, introduced a series of consumer driven mobile communications services - sharing the power of technology with all segments of Sri Lankan society.

Dialog GSM is committed to breaking the barriers of affordability and to extending the reach of its state of the art technology to every Sri Lankan citizen - harnessing technology to enhance lives while placing Sri Lanka on par with the developed world.

While being strongly meshed with the GSM world through its 350+ Roaming agreements across 177 countries, Dialog GSM continues to forge an ever-expanding network footprint across Sri Lanka - currently operating nearly 500 transmitting stations across all 9 provinces of the country.

The solution provided to Dialog, integrates contact centre technologies from Avaya Communications, Interactive Voice Response (IVR) / Computer Telephony Integration (CTI) based technologies to provide customised services to their customers, be it telephony, data or internet services. This has resulted in greater efficiency, better customer satisfaction and reduced cost of operation for Dialog Telecom Netwoks, enabling them to handle thousands of calls per month with improved service levels.

The solution includes Avaya's latest IP based Switching Technology to service more than 1 million GSM Subscribers. The Call Center is equipped with more than 100 human call center agents and is assisted by over 150 Voice Response Ports enabling automated self-services. The solution also includes powerful work force management enabling the efficient provisioning of human resources to meet the demands of the call center.