FIMA Completed Modernisation of the Largest Contact Centre in Lithuania

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FIMA, an intelligent engineering solutions company, has upgraded the information system used by LINTEL – a leader in the field of telephone information and contact centre services in Lithuania. LINTEL’s AVAYA Aura information system brings together six contact centres operated by the company. During three years, FIMA will provide AVAYA software support and upgrades of this system based on Internet (IP) technologies.

According to Eugenijus Kurtinaitis, Director of FIMA Communications Solutions Department, by selecting the state-of-the-art system AVAYA Aura, LINTEL demonstrates its far-sighted attitude toward investments. “Such upgrade of the system means consolidated servers and lower demand for equipment. As shown by practice, this allows reducing the equipment maintenance costs at contact centres 15% and the application acquisition costs up to 35%“, said E. Kurtinaitis.

Upgrade implemented by FIMA will lead to further improvements of the quality of service at LINTEL and will provide new communication opportunities, for example, video communication between the consultant and the customer will be possible. According to LINTEL Director General Remigijus Šeris, video calls will increase communication efficiency so that, for instance, the buyer will be able to view a product offered by the consultant.

In addition, the upgraded contact centre will enable the company to increase the efficiency of customer service: management and distribution of call flows will become easier for the staff; therefore, waiting time for callers will be shortened. The number of lost calls will be reduced as well.

Aura, a new generation IT platform offered by AVAYA, a global leader in contact centre solutions, provides effective real-time communications for business, based on open architecture. Avaya has a 44% share of the global market in contact centre solutions. 88% of the companies that have been recognised as providing best service to customers by Bloomberg Businessweek in 2010 use the contact centre solutions offered by Avaya.