Converged Communications MENA (CCMENA), a supplier of hardware, software and services to build communications solutions for enterprises, service providers, and telcos, has offered integrated voice response (IVR), customer relationship management (CRM), and contact center solutions for Thuraya, a mobile satellite services firm.

The new solutions were installed with a view to modernize its existing system. In fact, Thuraya (News - Alert), which offers satellite-based mobile telephone services to nearly two-thirds of the globe, did not have a modern IVR system in place. With the old system, Thuraya was unable to track and record customer complaints and improve customer satisfaction.

The new IVR system created with Dialogic (News - Alert) enabled customer calls that come in on Thuraya’s SS7 network to be transferred to the company’s VoIP-based contact center using SIP when necessary.

Due to the manual system, there was no integration between incoming customer calls and the back end of the network such as billing, home location registry (HLR), etc.
To modernize the company’s customer care operations, Thuraya got a new system, which was built on Envox (News - Alert) 7 for Windows 2003, using Dialogic DSI SPCI4 network interface boards to allow easy transport of SS7 signaling to SIP for the Dialogic DM/IP601-2E1-PCI-100BT IP boards. The Dialogic DM/IP601-2E1-PCI-100BT IP boards enable a media gateway and IP messaging for the new IVR system.

“For this solution, the ease of use that Dialogic products offer was tremendously important,” said Mohamed Elshal, business development manager at CCMENA, in a statement. “Since all Dialogic products are based on open architecture, they easily integrate with other Dialogic products and those from other vendors. The easy compatibility of the Dialogic products was a key factor in our choosing to use them.”

Customer satisfaction is a major focus area for telecom service providers. Following Thuraya’s decision to modernize systems, CCMENA designed an IVR solution to allow the company to effectively service and track calls received from customers.
The new solution has also provided interactive front-end solution to fulfill customer needs and provide many instant resolutions for customer care issues faced during the utilization of Thuraya services.

As a result of the new IVR system, Thuraya gained a fully integrated contact center operation. By knowing exactly what is happening on its network, the company is now in a better position to serve its customers and service providers, which has increased customer satisfaction.