Case Study: Converged Communications MENA achieves a fully integrated IVR and contact center solution with Dialogic

Converged Communications MENA - Customer Case Study

Converged Communications MENA (CCMENA) worked with Thuraya, a global satellite mobile service provider, to replace Thuraya’s manual customer call handling with a modern IVR and integrated contact center solution. Thuraya’s challenge was that it could not track or record customer calls and complaints, and its front-end customer care process was not connected to systems like billing, HLR, or CRM.

Using Dialogic products, CCMENA designed and implemented an advanced IVR, CRM, and contact center integration that routed SS7 calls to a SIP-based VoIP contact center and provided automated self-service for product, service, roaming, and pricing information. The result was a fully integrated, more efficient contact center that improved call tracking, enabled quicker issue resolution, and increased customer satisfaction; the system also gave Thuraya better visibility into network activity and more instant resolutions for customer care issues.

Converged Communications MENA