Telenor Partners with Vivid Technologies to Enhance Customer Service Experience

Telenor signs up Vivid to transform its customer services by providing Visual IVR services

Telenor Partners with Vivid Technologies to Enhance Customer Service Experience. Telenor has partnered with Vivid Technologies to enhance their customer service experience. Vivid is enabling an enhanced telephony customer service through upgraded technology in terms of visual navigation. It is a major step forward for companies that have an appetite for better customer services.

Conventionally people are required to dial helplines, wait for instructions and then they are connected with an operator after waiting on hold extensively. When given the option, people skip the IVR; rendering the use of the conventional system, redundant.

Telenor Partners with Vivid Technologies to Enhance Customer Service Experience

People can now swipe through options and dial a number that directs their complaint to the right area without unnecessary delays. This improves the quality of engagement and customer service for Telenor via eradication of waiting time.

Vivid Technologies is a mid-stage company with a presence in the UK and headquarters in the USA. Since opening shop 2 years ago, they have raised funding from countries as widespread as the UK, USA and Japan from companies like Sunbridge Ventures, Telefonica and Microsoft UK. The local team in Pakistan was the one that helped triumph this partnership, the team comprises of; Kashif Naeem Director Business Development, Hussain Iftikhar Project Manager and Shoaib Gondal Principle Architect & Platform lead. Under this partnership, Vivid seeks to:

  • Reduceenterprise call center costs by 26%
  • Improve customer satisfaction by 65%
  • Help reduce incoming call traffic by 30-35%making it cost effective, engaging and interactive.
  • Save customer time by 10 fold60 secondsof first generation IVR versus 6 seconds of quick glance on the visual IVR to consume the information or carry out an action.
  • Optimize staffing efficiency by 12%

Since Telenor has a big inclination towards innovation in the market. The customer’s pain point was incentive enough for them to look for better solutions. Telenor is now leading the wave with mobile agriculture, fin-tech, female empowerment and becoming more customer centric. By enabling and empowering the customers to make their lives easier marks the difference between Telenor and their competitors.

“At Telenor, we have been very mindful of the customer journey, whether it’s Sales, Marketing or a customer walking into one of our retail outlets. When I first experienced the Digital IVR, it made sense right away. Our customers are getting digitally aware every passing day and Vivid’s digital IVR gives us an opportunity to remove the friction and get up close with our customers in a unique way.”

Mr. Irfan Wahab Khan – CEO Telenor, Pakistan.

Integrating the technology with their contact centres Vivid will be introducing this entire setup for Telenor customers through their 345 helpline by Q1 2017.  The deal was finalized in November 2016 and as part of the deal, Vivid will be further moving to other Telenor business units in APAC region (Myanmar, Bangladesh and so on).

Mr. Kashif Naeem, Director Business Development at Vivid mentioned:

“we believe that the telephone needs to take a step forward and it needs to change in a way that empowers the customer and makes their lives easier. So that customers are no longer stuck on hold. The whole idea is to improve that fabric of connectivity between the customer and customer services and to make both of their lives easier. We are obsessed with the idea of improving this interaction. This partnership is a stepping stone towards greater things for Vivid.”

On being asked about their experience with the Telenor team Naeem, replied, “Telenor has been extremely courageous and bold. The culture of leading on the front with the innovation is inspiring and amazing to us. Mr. Irfan Wahab Khan, really has an eye for quality products, he is very focused on getting innovative products out and has a customer centric approach”.

What’s truly amazing is that with such little runway, Vivid have come a long way in terms of developing all of their relationships and onboarding customers. With other customers like Telefonica and support from Microsoft too. They will be looking to close their second round of investment in 2017. This amalgamated effort of corporate, telecom and information sectors is a fine example of firms becoming more and more concerned about their customers and the satisfaction derived from their products and services.

With names as big and dynamic as Telenor and Vivid involved we hope this is the beginning of a new wave of technological advancement in Pakistan!

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