JBS Implements CISCO Enterprise Contact Center at Zain

Zain, the leading telecommunications provider in Jordan, chose JBS to install and implement its IP Contact Center (IPCC). The transition into IPCC has enabled Zain to invest in its human resources and capabilities more efficiently as a result of the new system.

The IP Contact Center is a feature-rich contact center application that has the capabilities to route customer contacts — via phone, email, web and fax — to customer service agents at the Zain facilities. The new contact center will help Zain handle customer service for its telecommunication offerings into a single “virtual” center. The IP Contact Center included a basic voice menu to assist in directing callers to the appropriate technical support team regardless of location or time of day.

This interactive system gave seamless support to customers with faster service, as well as self-service functions that eliminated the need to speak to an agent if a solution to the problem the customer is faced was already at hand. The new IPCC at Zain can now handle up to 400,000 calls per day, with almost 800 concurrent calls being handled each minute of the day. With the solution distributed over two sites.

The JBS design included capabilities with auto attendant, menu direction and skills-based routing, and other tools so Zain agents and managers can view specific information, such as how many calls are waiting (call queue) and call wait times, on their computers. The system also has a web view report component that allows managers to easily view supervisory reports. As a result, this will better enable Zain to manage its customer relationship management capacities, gaining operational efficiencies and cutting costs while at the same time improving the technical support provided to customers.

This solution from JBS has allowed Zain to take advantage of IP to simplify and reduce costs related to such challenges as engaging knowledge workers and remote staff more closely in a wide range of customer, vendor and partner interactions. The CISCO IPCC solution deployed by JBS has opened up new possibilities by allowing Zain to execute their visions of newer, more satisfying and more efficient ways of communicating with local customers.