Case Study: Siam Cement Group boosts customer engagement, sales and satisfaction with Avaya contact center solutions

Siam Cement Group Improves Customer Engagement, Sees Big Gains in Sales and Customer Satisfaction

Siam Cement Group (SCG) is a leading ASEAN conglomerate with a century-long commitment to governance and sustainable development. Facing rapid construction growth and the need to maintain product and service quality, SCG set out to become a truly customer-centric organization by consolidating customer feedback across channels and improving responsiveness through a multi-channel contact center.

SCG deployed Avaya Aura Call Center Elite Multichannel, Avaya Aura Experience Portal and Avaya Call Management System to create Thailand’s first fully integrated data and consulting contact center, supporting 7,000 users and 120 agents. The omni‑channel solution, backed by Big Data analytics and a content management system, sped information delivery, cut wait times, boosted sales and customer satisfaction, improved employee efficiency and earned the center national recognition.

Siam Cement Group

Nithi Patarachoke

Vice President, Domestic Market