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    Technology is constantly evolving and becoming more sophisticated, providing flexibility, cost optimization and convenience.

    Problem: Technology is constantly evolving and becoming more sophisticated, providing flexibility, cost optimization and convenience. Sri Lanka Telecom PLC, the national telecommunication services provider and the leading ICT solution and services provider, therefore decided to explore the prospects of a cloud-base hosted contact center model to facilitate their growing business opportunities. They decided to host it in their internet data centres.

    Solution: 

    KBSL then deployed “Avaya IP Office instance based multi-channel contact center solution” and fulfilled most of their strategic business requirements to increase customer satisfaction. 

    Following core functions were incorporated with the solution:

    • Multi- Channel Inbound Contact Center
    • Automated Outbound Campaigns
    • CRM Integration 
    • Call Recording
    • Historical and Real-time Reporting
    • IVR services
    • Multi instance deployment

    Success

    Within a span of two years, SLT cloud-based hosted contact center became one of the fastest growing contact centers in Sri Lanka. Currently, the contact center operations of most of the leading enterprises, Insurance companies, Banks and financial institutions are hosted in this platform.