1. MIC added two new customer contact centers to their portfolio
for customer experience in North America.
Business Release
05/09/2014
Depending on the needs of an enterprise, contact centers have evolved from voice based simple operations to technically sophisticated ones.
The challenge today is to transform in to a fully integrated, context-based customer experience management centers to address the needs of
the customer said Adam Maghrouri, President Of Americas at Mara-ison Connectiva. Enterprises’ need to shift to a customer experience
management approach which includes adapting to flexible & scalable infrastructure, multi- channel interactions- voice, e-mail, IM, video,
and social networks and integration with enterprise applications, fully preserving the “customer” context.
Mara-ison Connectiva is Avaya’s strategic partner, and is supporting Avaya in the biggest Avaya implementation in Africa. With extensive
experience in multi-vendor products and platforms, we offer end-to-end technology solutions for contact centers, including consulting, systems
integration, infrastructure implementation, and onsite/ remote support which helps enterprises’ address needs of their ever- demanding
customers. Some of our contact center capabilities include:
Unify and centralize customer experience for subscribers in various locations and ensure consistent delivery of services
across 16 countries
Empower call center agent to serve end-customers better
Reduce operational costs in managing legacy systems
Enhance the reporting capability of the systems to generate reports as desired
An automated service delivery mechanism to reduce the overall response time
Centralize and manage service level changes & issues on 24*7*365 basis
Web
Video/Voice
Chat/IM
Agent
E-mail
Social Media
Mobile
Multi-Channel Interactions

2. The Solution
MIC along with AVAYA designed and offered contact center technology
and managed services solution to reduce costs & increase the
performance of the legacy systems residing in silos and accelerate
transformation of the operator’s customer service experience.
The primary objective of the implementation was to create a fully
integrated customer experience centric contact center. The solution
deployment works in a distributed architecture, which empowers the
subscriber with a much richer and wider experience to solve their issues
and queries. The highlights of the solution are detailed below:
Enhanced capacity
vision for 6,000 seats
& call volumes of
28,000 in the coming
3 years.
New services launch
planned like Video IVR
which shall enable 3G
customers to receive video
messages along with other
dynamic services.
1 2 3 4 5
Implementation
of AVAYA’s proactive
outreach manager
(POM) and proactive
IVR systems
Implementation
of AVAYA’s contact
center technology
and managed services
throughout 16 call
centers.
Capacity build-up
for 3,000 seats in
contact centers
throughout
the region
Deployment
of 10,000 IVR ports
for both incoming
& outgoing
service calls.
MARA ISON’s and
AVAYA’s support for
Work Force
Optimization
(WFO) solution.
With our strategic alliance with Spanco, we are focused to offer BPO services in Telecom, Government, Oil& Gas, Banking and Financial
Services sectors in Africa. The robust BPO services infrastructure is built on global delivery framework to deliver voice, non-voice and other
knowledge process outsourcing (KPO) services added Adam Maghrouri, President of Americas at Mara-ison Connectiva. With 10 years BPO
experience and 100% customer retention, including high quality telecom Operations for the customers, Spanco employs over 10,000 people
globally.
The solution’s other benefits to clients:
 Integrated IT and BPO solution to address end-to-end customer needs.
 Reduced costs through local presence and on-shore/remote support.
 Superior customer experience leading to highly satisfied customers and boost business growth.
www.mara-isonconnectiva.com