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TMIB's customer base of 6 million is projected nearly to double to 11 million by the end of 2007. By expanding its existing Contact Center, TMIB has enhanced overall customer satisfaction and brand experience through:

• Increased accessibility for all its customers
• Faster handling and fulfillment of customer queries
• Seamless information for the customer service representatives (CSRs) at the Contact Center
• Improved operational efficiency.

The first phase of the expansion included the addition of new interactive voice response (IVR) ports and channels to increase customer accessibility, the implementation of Ericsson's Solidus eCare solution, and the integration of all existing Contact Center applications with the new Ericsson solution. This phase also included merging two separate help lines into one, on a single platform, for customer convenience.

Mazli Hashim, project director at TMIB, says: "Because the Contact Center is the central contact point for customer assistance, it needs to remain under smooth operation 24/7 to support our valuable customers. This is why these enhancements were urgently required."

TMIB chose Ericsson because Solidus eCare, with Ericsson's MD110 back-end switch, simplifies integration and provides an end-to-end solution. The integration took six weeks and the service went live in December 2006.

Asif Zahid Chowdhury, Ericsson Enterprise channel manager in Bangladesh, says: "We focused on the customer pain points - the inconvenient and confusing aspects of the former system. For example, customers previously had two numbers to call - one for automated assistance and one for direct assistance from CSRs - and agents, because of the different systems employed, needed to use many applications to resolve a customer problem or handle customer queries.

"This is no longer the case - now there is one number and one system. We have a solution that supports networked call centers, hosted and virtual contact centers, streamlines customer care, is feature-rich and scalable, and can be managed from one window."

TMIB's mobile customers (AKTEL subscribers) will get precisely the help they need even more quickly with Solidus eCare's end-to-end integration with pre-paid intelligent network (IN) systems, post-paid billing applications, workforce management systems, complaint-management system and voice-logger system.

As Segufta Yesmin, head of Customer Services at TMIB, says: "AKTEL aims to make 'excellence in customer service' the core differentiator from other telecom operators in Bangladesh. With this aim in mind, the revamping of the Contact Center was the first of many such initiatives to enhance the overall experience of our valued customers."