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Great Place to Work - Certified

Unitel


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Use Case

Omnichannel Ticketing

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Mongolia

India
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Industry

Telecommunications

Unitel - Introduction

Unitel is a Mongolian corporate group of information technology companies, offering mobile, IPTV, broadband Internet, DTH satellite, OTT, fiber optic, fixed phone, content production, and distribution.

In the last few years, Unitel has transformed from a traditional telecom company to a digital sales provider. It provides end-to-end customer service right from first inbound or outbound touch to resolve issues or requests.

Challenges

  • Deliver omnichannel experience
  • Improve inbound and outbound performance
  • Accelerate omnichannel and digital vision
  • Business Continuity plan during the pandemic
  • Gain insight into real-time metrics
  • Improve operations and grow the business
  • Simplify integration with third-party applications

Solutions

  • Omnichannel ticketing
  • Inbound Call Center Solution
  • Outbound Call Center Solution
  • Self-Service IVR
  • Ameyo Synthesizer for IVR customizations
  • Reporting & Analytics

How Ameyo assisted Unitel

Moving its contact center technology to Ameyo’s Omnichannel ticketing solution has helped Unitel to adapt and amplify the business. A ticket is created every time a customer reaches Unitel through any channel and agents get notified to resolve these tickets at the first touchpoint. Unified Agent Desktop by Ameyo eliminates the need to toggle between different screens to manage interactions coming in from different channels and allows effective management of omnichannel interactions.