Ethio Telecom Launches Cloud-based Contact Center

ADDIS ABABA – Ethio telecom on Tuesday launched a Cloud-based Omni-channel Contact Center to enable enterprises to boost their customers’ satisfaction.

The service is also expected to solve drawbacks of Ethio Telecom’s call center services (994) that were solely limited to separate voice service requests.

The state-owned telco said the newly launched cloud-based customer experience solution is a part of its three years growth strategy.

The strategy, named LEAD, aims to introduce the latest technologies beyond connectivity.

The latest Contact Center as a Service automates and standardizes the process of receiving and responding to customer requests across different channels, the telco said.

“It boosts customer satisfaction by availing instant responses and reducing call waiting times resulting from long queues,” the telecom firm added.

Moreover, the telco said the cloud-based service also enables enterprises to better monitor their service quality by expanding customer feedback collection options.

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